Summary: We are seeking IT Service Desk Analysts (Tier 1 and Tier 2) for a contract position in York, offering a hybrid working model. The role involves acting as the first point of contact for IT incidents and requests, ensuring high levels of support and communication. Candidates will be responsible for troubleshooting, resolving, or escalating IT issues within agreed SLAs. This opportunity is within a busy support function of a well-established organization, with the potential for permanent employment. The position requires strong customer service skills and technical knowledge, particularly in Windows, Microsoft 365, and networking.
Title: Service Desk Analyst
Description: 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.
