Service Desk Analyst / Helpdesk Analyst

Service Desk Analyst / Helpdesk Analyst

Duration: To 29th January 2027 initially

Rate: £146.25 - £160.77 per day (NHS Band 4)

IR35: In scopeLocation: Wakefield - On site

We are seeking an experienced and customer-focused Service Desk Analyst to provide first-line IT support within a busy operational environment.

Act as the first point of contact for IT incidents and service requests.

Provide support via telephone, email, self-service portal and walk-up channels.

Log, prioritise and manage incidents using a Service Management system.

Resolve hardware, software and user access issues or escalate where required.

Maintain accurate ticket records and ensure service levels are achieved.

Configure and support desktops, laptops, mobile devices, printers and associated software.

Deliver excellent customer service and communicate effectively with users of varying technical ability.

Sought:

Previous Service Desk or 1st Line IT Support experience.

Experience supporting multiple customer contact channels.

Experience using Service Management tools.

Good knowledge of Microsoft Windows and Microsoft 365/Office applications.

Understanding of incident and request management processes.

Experience working to service level agreements (SLAs) and performance targets.

Experience configuring and supporting a range of IT hardware and software.

Strong troubleshooting and problem-solving skills.

Experience supporting users with varying levels of IT knowledge.

Excellent customer service and communication skills.

Strong organisational and time management abilities.

Able to prioritise workloads in a fast-paced environment.

Team player with a proactive and professional approach.

Committed to delivering high-quality IT support and continuous improvement.

1ST LINE, FIRST LINE, SERVICE DESK, HELPDESK, NHS, PUBLIC SECTOR, GOVERNMENT

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