Service Desk Analyst

Service Desk Analyst (6-Month FTC) – Sunderland – £28,000

Are you passionate about solving technical problems and delivering excellent customer service?

Do you have strong communication skills and an interest in developing a career in IT support?

Would you like the chance to join a successful UK business and be part of a collaborative IT service team?

Looking for your next step in IT support? We’re recruiting for a Service Desk Analyst job in Sunderland on a 6-month fixed-term contract. This is an excellent opportunity for someone with customer service experience and a genuine interest in IT to develop their technical skills, working in a professional service desk environment that follows ITIL best practices.

Key Responsibilities
Act as the first point of contact for all users requiring IT support, providing a friendly and professional service.
Troubleshoot and resolve common IT issues, escalating more complex cases to senior team members.
Accurately log incidents and service requests in the ITSM system, ensuring users are kept updated.
Support routine IT tasks such as user account setup, system access requests, and profile management.
Provide technical assistance for Office 365 applications (Outlook, Excel, Word, Teams) and Windows environments.
Collaborate with colleagues across the wider IT function as well as third-party suppliers to resolve issues.
Ensure all support is delivered in line with agreed service standards and ITIL processes.
Candidate Requirements
Previous experience in a customer service role.
Basic knowledge of IT systems and troubleshooting – or strong enthusiasm to learn.
Familiarity with Office 365 applications and Windows operating systems.
Strong problem-solving abilities with the confidence to escalate when necessary.
Excellent communication skills with the ability to provide clear, customer-friendly support.
Strong time management and organisational skills, with the ability to prioritise multiple tasks.
A team-oriented approach with a positive attitude and commitment to continuous learning.
What’s on Offer
Salary of £28,000 (pro rata for 6 months).
Hands-on experience supporting a multi-site national business.
A structured service desk environment where customer service and teamwork come first.
Opportunity to develop your IT knowledge and gain exposure to industry-standard systems and processes.
Office-based role in Sunderland, with a supportive and collaborative team culture.

If you’re looking for your next challenge in IT support and want to be part of a business where your contribution makes a difference every day, apply now to be considered for this exciting 6-month Service Desk Analyst contract opportunity.