Service Desk Analyst

Service Desk Analyst

Location: Milton Keynes (Fully Onsite)

Duration: 12-Month Contract

Working Hours: Shift Pattern (8:00am-4:00pm or 10:00am-6:00pm)

Inside IR35 Rate: up to £178.00 p/d

The Opportunity

We're looking for an experienced Service Desk Analyst to join a busy IT support function, providing first-line technical support and delivering excellent customer service across a diverse user community.

You'll be responsible for managing incidents and service requests, delivering first-time fixes wherever possible, and ensuring issues are resolved efficiently through collaboration with wider support teams.

Experience within Financial Services, Banking, Insurance, Consumer Finance, or other highly regulated environments would be highly advantageous, particularly where service quality, compliance, and customer experience are key priorities.

Key Responsibilities

• Provide first-line technical support and incident resolution.
• Log, triage, and manage incidents and service requests in line with agreed SLAs.
• Deliver first-time fixes wherever possible and escalate issues appropriately.
• Assess and assign incident impact and priority levels.
• Work closely with internal support teams and third-party providers to ensure timely resolution.
• Manage multiple work queues and maintain accurate ticket records.
• Provide regular updates to users and stakeholders.
• Handle escalations, complaints, and business-critical incidents.
• Create and maintain knowledge articles and support documentation.
• Support service readiness activities for new systems and services.

Essential Skills & Experience

• Previous experience working within an IT Service Desk or IT Support environment.
• Strong desktop and technical support skills.
• Experience supporting Microsoft Office applications.
• Excellent customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritise workloads and manage competing demands.
• Experience working to SLAs and performance targets.

Desirable Skills

• ITIL Foundation certification.
• Service Desk or Customer Service qualifications.
• Previous experience within Financial Services, Banking, Insurance, Consumer Finance, or other regulated environments.
• Understanding of compliance, security, and operational controls within regulated industries.
• Experience supporting business-critical systems and customer-facing operations.

What We're Looking For

You'll be a proactive and customer-focused support professional who thrives in a fast-paced environment. With excellent communication skills and a strong technical foundation, you'll enjoy solving problems, supporting users, and delivering a high-quality service experience.