Information Technology Service Desk

Service Desk Analyst (2 Positions) – Chester, UK | 6-Month Contract

Role: Service Desk Analyst

Location: Chester, UK (Candidates must reside within 50 KM of the client site)

Employment Type: 6-Month Contract (TP)

Rate: GBP 125/day (Please submit candidates within the specified rate)

Working Model: Hybrid (50% Onsite / 50% Work From Home)

Positions Available: 2

Notice Period: Preference for candidates with short notice periods or immediate availability

Working Arrangement

This role follows a hybrid working pattern:

• Week 1: 3 days onsite, 2 days remote
• Week 2: 2 days onsite, 3 days remote
• This pattern continues on a rotational basis.

Shift Requirement

• Rotational shift role as part of the IT Service Desk team
• Shift timings:
• 10:00 AM – 6:00 PM (Local Time)
• 11:00 AM – 7:00 PM (Local Time)
• Native English speakers preferred

Key Responsibilities

• Work as part of the IT Service Desk shift system.
• Provide 1st Line IT Support and troubleshoot technical issues.
• Receive, log, categorize, and manage incidents and service requests.
• Monitor ticket queues and ensure SLA compliance.
• Assign and elevate tickets to appropriate teams when required.
• Coordinate ticket resolution across multiple support teams.
• Maintain accurate incident and resolution records.
• Deliver excellent customer support and communication.

Required Skills & Experience

• Previous experience in a Technical Service Desk / IT Support environment.
• Hands‑on experience with ServiceNow.
• Excellent customer service and communication skills.
• Strong troubleshooting and problem‑solving abilities.
• Ability to explain technical concepts to non‑technical users.
• Ability to prioritize workloads and manage multiple tasks.
• Strong team player with a collaborative mindset.
• Willingness to learn and adapt to new technologies and processes.

Language Requirements

Candidates with native or near‑native proficiency in any of the following languages will be highly preferred:

• French
• Spanish
• Italian
• Portuguese

Candidate Submission Requirements

Please provide:

• Current location and distance from Chester client site (must be within 50 KM)
• Notice period / earliest availability
• Confirmation of acceptance of the hybrid working model
• Language proficiency details
• Expected daily rate (must align with GBP 125/day)

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