Details:
- Salary: £250 - 300 - Day
- Job Type: Contract
- Job Status: Full-Time
- Salary Per: Day
- Location: City of London London
- Date: 3 weeks ago
Description:
IT SerivceDesk Analyst
Location: Uxbridge (Hybrid)
Duration: 3 Months Initially
Day Rate: £300
IR35: Outside
Role Overview
We are seeking a customer-focused IT Support Officer to provide high-quality, front-line IT support to users within a higher education environment. Acting as the first point of contact for IT queries, you will deliver technical assistance across various channels including in-person, phone, email, and chat. The role requires a proactive approach to problem-solving, a strong customer service ethic, and the ability to work collaboratively within a wider IT support team.
Key Responsibilities
Provide friendly, professional, and customer-focused front-of-house IT support
Assist users with device connectivity, printing, software access, and general IT enquiries
Monitor, prioritise, and resolve support tickets within agreed service levels
Deploy and support hardware and equipment in line with institutional standards
Apply ITIL-aligned service management processes
Investigate and escalate incidents, documenting key actions and outcomes
Support user testing, pilot rollouts, and feedback gathering for new services
Supervise and support junior team members during operational hours
Maintain accurate documentation and update the internal knowledge base
Deliver basic training and user guidance on supported systems and software
Support university events such as exams, enrolment, and registration
Ensure compliance with IT and Health & Safety policies, including risk assessments
Participate in process improvement initiatives and service reviews