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Contract 1st Line Support

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Role: Contract 1st Line Support

Length: 6 months

Rate £13 Per Hour

Location: Hybrid (2 Days from site in Oxford)

IR35 Status: Inside

Our client is looking for a proactive, enthusiastic IT Operations Analyst to help us enable the business to deliver on our mission to accelerate medical research and improve patient care.

The IT service team is a small proactive unit working across the business supporting a range of technologies and issues within internal IT services.

This is an exciting opportunity for an individual who is looking to build on their exiting skills set and gain further exposure to a diverse range of tools. The role reports directly to the ITIL Process Manager and will work with the Service Desk Manager and Operations team to make sure the company work flows smoothly.

The role will scale in line with the needs of this young and vibrant business, and there will be considerable scope to expand your knowledge, experience and toolset.


    • Provide 1st line support for incoming service requests, utilising the service desk ticketing system
    • Take ownership of support requests, ensuring they are resolved and ensure customers are always communicated to
    • Take ownership of change requests ensuring that the necessary documentation has been completed and schedule gateway meetings
    • Provide first point of contact as well as escalations to all customers
    • Visit Office location where necessary to resolve issues, often at short notice
    • Contribute to the creation, development and review of procedures and policies within the IT department
    • Create Visio or Miro process mapping workflows after collecting relevant data related to the performance of a team and/or department
    • Support Line Manager to analyse data through a varied statistical methods and models, from spreadsheets to graphs
    • Log support tickets for all issues flagged in Teams
    • Work effectively in a high-tempo and time critical IT operations and service delivery environment, managing your workload independently and resourcefully to meet deadlines and expectations.


    • Comfortable working with a range of stakeholders, from service desk analysts to directors, and subject matter experts across departments.
    • Process mapping and process flow experience desirable, with evidence of being able to use Visio or Miro
    • Self-starter who can work independently and manage their time to achieve deadlines, providing structured updates on project progress.
    • Proficient in Excel and/or Google Sheets and able to provide clear visualisations and presentations of analysis.

6 months
Spectrum IT Recruitment (South) Ltd
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