1st Line Service Desk Analyst

Location: Bicester | Rate: £200-£250 per day | IR35: Outside IR35 | Contract: Until 31st December | Working pattern: Office-based

We're recruiting for an experienced 1st Line Service Desk Analyst to join a leading luxury retail organisation based in Bicester. This is an excellent contract opportunity for a customer-focused IT support professional who enjoys working in a busy, hands-on service desk environment.

You'll act as the first point of contact for internal users, providing high-quality technical support across Microsoft, Apple and ServiceNow environments while helping employees stay productive and supported.

About the role

As a 1st Line Service Desk Analyst, you'll be responsible for responding to IT incidents and service requests, troubleshooting issues where possible and ensuring users receive a professional and efficient support experience.

Key responsibilities

• Providing 1st Line IT support and resolving incidents and requests where possible
• Logging, categorising, prioritising and updating tickets within ServiceNow
• Monitoring ticket queues and ensuring issues are progressed within agreed SLAs
• Escalating more complex issues to internal resolver teams and third-party suppliers
• Keeping users informed on the progress of their incidents and requests
• Supporting Microsoft environments including Azure, M365, Active Directory and Exchange
• Providing support for Apple devices
• Creating knowledge articles and supporting IT documentation and user training
• Maintaining a consistently high level of customer service

Skills and experience required

• 2+ years' recent Service Desk / 1st Line IT Support experience
• Experience supporting Microsoft environments, including M365, Azure, Active Directory and Exchange
• Experience supporting and managing Apple devices
• Strong customer service and communication skills
• A friendly, approachable and positive attitude
• The ability to work effectively in a busy, fast-paced environment

Contract details

• Rate: £200-£250 per day
• IR35 status: Outside IR35
• Contract length: Initially until 31st December
• Start date: ASAP
• Location: Bicester
• Working pattern: 5 days per week office-based

If you're available at short notice and interested in joining a well-known luxury retail business, please apply today or get in touch to find out more.