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Service Desk Analyst

Location: Onsite - Pity Me, Durham
Contract: 6-Month Contract | Inside IR35
Hours: Full-time | 37 hours per week
Shift Rota: 7:30am-6:00pm Mon-Thu, 7:30am-5:00pm Fri

Are you passionate about delivering exceptional IT support and providing top-class customer service? We're looking for a Service Desk Analyst to join our team on a 6-month contract, working onsite in Durham.

What you'll be doing

As a Service Desk Analyst, you'll be the first point of contact for IT support, handling incoming calls, tickets, and messages with confidence and professionalism. You'll provide effective troubleshooting, resolve technical issues, and ensure customers receive an outstanding service every time.

Your role will include:

Managing and resolving support requests via phone, email, and Teams

Troubleshooting across Office365, Exchange, Active Directory, and Windows

Using ITSM tools (ServiceNow) to log and manage incidents

Applying ITIL best practices in a busy Service Desk environment

Working collaboratively with your team to deliver high-quality IT support

What we're looking for

We'd love to hear from you if you have:

2+ years' experience in an Analyst or Service Desk role

Strong knowledge of ITSM tools, telephony systems, and Microsoft Office Suite

Hands-on experience with ServiceNow and ITIL frameworks

Excellent communication and customer service skills

The ability to work both independently and as part of a team

Why join us?

This is a fantastic opportunity to bring your IT support experience to a dynamic and fast-paced environment where customer focus, teamwork, and continuous learning are at the heart of what we do.

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants