Service Support Analyst – 12-Month Fixed-Term Contract

About the role

We are seeking a Service Support Analyst for a 12‑month fixed‑term contract with a leading London market insurer. You will join a busy, collaborative IT Service Desk team delivering first‑ and second‑line support to users across the organisation.

Key responsibilities

• Take full ownership of incidents and service requests from logging to resolution.
• Troubleshoot hardware, software and network issues, ensuring timely resolution.
• Collaborate with internal support teams and third‑party vendors to resolve complex problems.
• Maintain high standards of customer service and communication throughout the support process.
• Work rotating shift patterns (8 am‑4 pm, 9 am‑5 pm or 10 am‑6 pm) as required.

Required profile

• Previous experience in an IT Service Desk or IT Support environment.
• Strong knowledge of Microsoft operating systems and Office applications.
• Excellent communication skills and a customer‑focused attitude.
• Ability to solve problems independently and take ownership of issues.
• Experience with Active Directory, Citrix, VoIP or ITIL is advantageous but not essential.

Required skills

• Microsoft Windows
• Microsoft Office
• Active Directory
• Citrix
• VoIP technologies
• ITIL framework

What we offer

• Salary up to £40,000 per annum, dependent on experience, plus benefits and bonus.
• 12‑month fixed‑term contract.
• Office‑based role in the City of London with potential for hybrid working.
• Rotating shift options to suit personal preferences.