Service Desk Analyst- Cheshire

FDM is a global business and technology consultancy seeking a Service Desk Analyst to work for our client within the Financial Services sector. This is initially a 12-month contract with strong potential for extension and will be a hybrid role based in Cheshire.

Our client is seeking a customer-focused Service Desk Analyst to provide first-line IT support across the organisation, ensuring incidents and service requests are managed efficiently and resolved within agreed service levels. The successful candidate will act as the first point of contact for users, providing technical support across desktop, Microsoft 365 and cloud-based technologies, while delivering an exceptional customer experience.

Responsibilities:

• Act as the first point of contact for incidents and service requests raised via phone, email, self-service portal or walk-up support.
• Log, prioritise, diagnose and manage incidents and requests through their full lifecycle, ensuring users are kept informed throughout.
• Provide first-line technical support and resolution for hardware, software, Microsoft 365 and access-related issues.
• Escalate unresolved incidents to appropriate support teams while maintaining ownership through to resolution.
• Support project, change and deployment activities as directed by the Service Desk Manager and wider IT teams.