Service Desk Analyst

Role: Service Desk Analyst Location: Wellingborough, Northamptonshire (Hybrid Working + Occasional Client Site Visits)Salary: Up to £35,000 per annum

Overview We are currently seeking a proactive and customer-focused Service Desk Analyst to join a growing IT team based in Wellingborough. This is a fantastic opportunity for an experienced IT support professional looking to develop their technical skills within a supportive and forward-thinking environment.

Offering hybrid working and a salary of up to £35,000, this role would suit someone who enjoys troubleshooting, delivering excellent customer service, and working across a broad technical stack, with occasional opportunities to support users onsite.

Key Responsibilities

• Act as the key point of contact for IT support queries via phone, email, and ticketing system
• Provide 1st and 2nd line technical support to internal users and/or external clients
• Troubleshoot and resolve hardware, software, and network issues
• Escalate complex issues to senior engineers where required
• Manage user accounts (Active Directory, M365)
• Support with device builds, deployments, and hardware setup
• Attend occasional client site visits to provide onsite support, installations, and project assistance
• Assist with system upgrades, patches, and routine maintenance
• Maintain accurate documentation and update the service desk system

Required Skills & Experience

• Previous experience in a Service Desk / IT Support / Helpdesk role

Strong knowledge of:

• Windows 10/11
• Microsoft 365
• Active Directory (user administration, group policies)
• Basic networking (DNS, DHCP, TCP/IP)
• Experience with ticketing systems
• Excellent communication and customer service skills
• Strong troubleshooting and problem-solving ability
• Full UK driving licence (or ability to travel to client sites when required)

Desirable (Not Essential)

• Experience in an MSP environment
• Exposure to Azure or Intune
• IT certifications (CompTIA, Microsoft, ITIL etc.)

What's on Offer

• Salary up to £35,000
• Hybrid working model
• Exposure to both remote and onsite technical environments
• Supportive and collaborative team environment
• Ongoing training and development opportunities
• Clear progression pathway