IT Service Desk Analyst (Tier 1 / Tier 2) - York
Contract – Inside IR35 (Paying up to £200 per day depending on experience - chance to go perm if wanted)
We’re currently recruiting for IT Service Desk Analysts (Tier 1 & Tier 2) to join a busy, fast-paced support function within a well-established organisation based in York.
This is a contract opportunity (inside IR35) offering a hybrid working model, supporting a multi-site environment and acting as a key part of the IT support team.
The Role:
You’ll be part of a central Service Desk, acting as the first point of contact for IT incidents and requests, ensuring users receive a high level of support and communication at all times.
Depending on your level (Tier 1 or Tier 2), you’ll be responsible for logging, troubleshooting, resolving, or escalating a wide range of IT issues within agreed SLAs.
Key Responsibilities:
- Act as a single point of contact for IT incidents and service requests
- Log, categorise, and prioritise tickets accurately
- Provide 1st line or 2nd line support depending on experience
- Troubleshoot issues across Windows, Microsoft 365, Active Directory/Azure AD, Intune, VPNs and networking
- Manage tickets through to resolution or escalate where required
- Work to strict SLAs, ensuring timely resolution and updates to users
- Support access management, hardware/software issues, and general IT queries
- Contribute to knowledge sharing and continuous improvement
- Provide occasional on-site support in York
What We’re Looking For:
For Tier 1:
- Experience in a 1st Line / Service Desk / Helpdesk role
- Strong customer service and communication skills
- Basic knowledge of Windows and Microsoft Office / 365
- Experience working with ticketing systems and SLAs
For Tier 2:
- Proven 2nd Line / Tier 2 support experience
- Strong technical skills across:
- Active Directory / Azure AD (Entra)
- Microsoft 365 / Office 365
- Intune / endpoint management
- Windows 10/11
- Networking basics (TCP/IP, VPNs)
- Experience in multi-site or enterprise environments
- Strong troubleshooting and problem-solving capability
What’s on Offer:
- Contract opportunity (inside IR35)
- Hybrid working (York-based)
- Opportunity to work in a large-scale, multi-site environment
- Exposure to a broad range of technologies and support scenarios
Apply Now
If you’re an experienced Service Desk Analyst looking for your next contract, apply now or get in touch for more details.