Helpdesk / End User Technology Analyst
Contract: 3‑month rolling contract
Rate: £150-£180 per day inside IR35
Location: London (onsite with limited WFH post‑probation)
Overview
We are currently recruiting for a Helpdesk / End User Technology Analyst to join a busy End User Technology team supporting a large corporate environment. This role focuses on delivering first‑point‑of‑contact and first‑contact resolution, providing both remote and desk‑side support to end users.
You will play a key role in restoring service quickly, managing incidents and requests via phone, email and ServiceNow, and ensuring a high level of customer satisfaction aligned to ITIL best practice.
Shift Pattern
This is a shift-based onsite role covering early, late and weekend shifts.
Monday – Friday (8‑hour shifts):
- 7am-3pm
- 8am-4pm
- 9am-5pm
- 10am-6pm
- 11am-7pm
- 3pm-11pm
Weekend Shifts (12 hours):
- Saturday: 9am-9pm*
- Sunday: 10am-10pm*
*If you work weekends, you will receive 3 days off in lieu (typically Friday, Monday and Tuesday).
Shifts operate on a rotational basis across a team of approximately 12 analysts. Solo shifts (7am, late and weekends) typically occur once every 12 weeks. The majority of shifts fall between 8am and 10am starts.
After probation, there is flexibility to work a blend of home and office for selected shifts.
Key Responsibilities
- Act as First Line Support for End User Technology, handling incidents and service requests via phone, email and ServiceNow chat
- Provide first‑point‑of‑contact resolution where possible, escalating to Level 2 teams when required
- Deliver professional, customer‑focused support aligned to agreed SLAs and OLAs
- Log, prioritise, track and resolve tickets accurately within ServiceNow
- Provide remote and desk‑side troubleshooting across desktops, laptops, Apple Macs, operating systems and core business applications
- Manage workload priorities while setting clear expectations with users
- Correctly route tickets and manage escalations where necessary
- Create, update and share knowledge articles to strengthen first‑line resolution
- Carry out proactive support activities to prevent incidents
- Maintain strong working relationships within IT and across the wider business
- Ensure adherence to information security policies, threat response procedures and change management controls
- Liaise with internal and external suppliers where required
- Maintain a personable, professional and reassuring approach during desk‑side support
Required Skills & Experience
- Proven experience in a Helpdesk / Service Desk / First Line Support role
- Strong understanding of ITIL-based service desk environments
- Experience supporting Windows, macOS, desktops, laptops and corporate software stacks
- Excellent customer service and communication skills
- Ability to troubleshoot remotely and desk‑side
- Comfortable working rotating shifts, including early starts, late finishes and weekends
- Experience using ServiceNow (or similar ITSM tools) preferred
