Senior IT Service Desk Analyst - Contract
Location: Nottingham (Onsite, 5 days per week)
Start: 2nd February (preferred)
IR35: Inside
Day Rate: Up to £180 per day
On‑Call: £200/week + overtime (infrequent callouts)
About the Role
We're supporting a large, well‑known organisation in Nottingham to secure a senior, hands‑on Service Desk Analyst to join their Digital Services function. This is the most senior operational role within the Service Desk (excluding the Team Leader), working as part of a small, high‑performing team responsible for technical support, major incident response, O365 administration, and stakeholder‑facing service management activities.
This is an excellent opportunity for someone who enjoys ownership, variety, and visibility, and who is confident operating as the escalation point for complex or sensitive issues.
Key Responsibilities
- Act as senior escalation point for the Service Desk, including ownership of major incidents (low-frequency but high‑criticality events)
- Perform advanced O365 and Exchange administration: shared resources, permissions, mailbox investigations, mail tracing, security actions
- Support security‑related investigations (e.g., phishing reports, GDPR‑related checks, session revocation)
- Coordinate and host change-related activity, including CAB processes
- Handle complex technical or unusual requests across device, application, identity and access queries
- Liaise confidently across technical teams and stakeholders to ensure issues are resolved quickly and accurately
- Contribute to operational preparation for high‑pressure periods (e.g., exams, seasonal events)
What We're Looking For
- Strong, hands‑on experience in O365 / Exchange Online administration
- Proven track record handling major incidents or high‑severity escalations
- Confident communicator with the ability to engage and challenge stakeholders
- Solid understanding of security concepts: phishing, GDPR-related mailbox actions, privilege handling
- Experience working in structured or audited environments (ITIL, ISO, Uniac/HE audits, etc.) beneficial
- Comfortable working fully onsite in Nottingham as part of a small, collaborative team
Contract Details
Rate: Up to £180 per day (inside IR35)
On‑Call: £200/week + paid overtime (very low callout volume)
Duration: Ongoing contract with potential future permanent opportunity
Start: Early February preferred (to allow for handover)
How to Apply
If you're a senior-level Service Desk professional with strong O365 skills and the confidence to take ownership of major incidents and complex issues, we'd like to hear from you.
Please apply with your CV and availability.
