IT Helpdesk Analyst

IT Helpdesk Analyst (Part-Time)

Location: Birmingham (Hybrid)

A part-time Helpdesk Analyst is required to join a well-established, fast-paced technology function within a large, complex organisation, providing first and second line IT support to internal staff across the business. This is a great opportunity for someone who enjoys being the first point of contact for technical issues, takes pride in resolving problems quickly, and thrives in a structured support environment.

Role Highlights

• Act as the first point of contact for internal IT support requests, triaging, logging, and resolving incidents and service requests efficiently across first and second line support
• Diagnose and troubleshoot a broad range of technical issues, including hardware, software, connectivity, and account access, escalating where appropriate and keeping end users informed throughout
• Manage and prioritise your own ticket queue, ensuring SLAs are met, incidents are resolved in a timely manner, and the internal knowledge base is kept accurate and up to date
• Work closely with wider IT and infrastructure teams to identify recurring issues, contribute to problem management, and support continuous improvement across the service desk function
• Deliver a consistently high standard of customer service to internal stakeholders at all levels, communicating technical information clearly and confidently to non-technical users

What they're looking for

• Previous experience in an IT helpdesk or service desk role, with exposure to first and second line support in a busy, high-volume environment
• Comfortable working with common IT systems, tools, and platforms, including Windows, Microsoft 365, Active Directory, and ticketing systems
• Strong troubleshooting skills with the ability to diagnose hardware, software, and connectivity issues quickly and methodically
• Excellent communication skills with a patient, user-first approach to support