Service Desk & Event Management Analyst

Location: Warrington, UK

Work Mode: Office Based
Employment Type: Contract
Duration: 12 Months
Rate: £150 per day
Positions Available: 2
Shift Requirement: Shift-based role

The Role

We are seeking an IT Service Desk & Event Management Analyst to provide first and second-line support to end users while proactively monitoring IT infrastructure and services. The successful candidate will play a key role in incident management, service request fulfilment, system monitoring, event correlation, and escalation management to ensure uninterrupted business operations.

Key Responsibilities

Service Desk Support

• Act as the first point of contact for IT incidents and service requests via phone, email, chat, and ticketing systems.
• Provide second-line support for desktop and application issues escalated from first-line teams.
• Troubleshoot and resolve issues relating to desktops, laptops, mobile devices, enterprise applications, printers, and network connectivity.
• Deliver remote and deskside support, escalating complex issues to third-line teams when necessary.
• Log, track, prioritise, and manage tickets within the ITSM platform while ensuring SLA compliance.
• Provide clear, professional, and customer-focused technical guidance.
• Administer user accounts across Active Directory, Microsoft 365, VPN, email, and related systems.
• Create and maintain knowledge base documentation to support continuous improvement.
• Participate in shift coverage as required.
• Coordinate major incident communications and support the incident management life cycle through to resolution.

Monitoring & Event Management

• Proactively monitor IT infrastructure, applications, and services using enterprise monitoring tools.
• Detect, log, and correlate system-generated alerts to distinguish genuine incidents from false positives.
• Analyse events to identify potential service degradation, risks, and emerging issues.
• Escalate critical alerts and initiate incident management processes when required.
• Ensure events are appropriately categorised, documented, and linked to related incidents and problems.
• Support reporting activities relating to incident trends, system performance, and event management effectiveness.

Essential Skills & Experience

• Experience working in IT Service Desk and End-User Support environments (1st and 2nd Line Support).
• Strong knowledge of Windows and/or Mac operating systems.
• Experience supporting Microsoft 365 and common enterprise applications.
• Familiarity with IT Service Management tools such as ServiceNow, Remedy, or similar platforms.
• Strong analytical and problem-solving skills with the ability to identify trends and patterns.
• Excellent communication and customer service skills.

Desirable Skills

• ITIL Foundation Certification.

What We're Looking For

• A customer-focused support professional with strong troubleshooting skills.
• Someone who can work effectively in a fast-paced operational environment.
• The ability to manage multiple priorities while maintaining attention to detail.
• Strong communication skills and a collaborative approach to problem solving.
• Experience supporting critical business services and responding to incidents within agreed service levels.