Service Desk Analyst

Service Desk Analyst – Hybrid (Reigate) | £41,800–£43,000 + Bonus (15%)

Join a dynamic IT team delivering high-quality first- and second-line support across a hybrid workforce. You’ll keep users productive, systems secure, and services running smoothly.

What You’ll Do

• Provide first/second line support and manage incidents via the IT Service Desk.
• Troubleshoot device, application, access, and Microsoft 365 issues.
• Manage user/device lifecycle: onboarding, offboarding, permissions, assets.
• Administer MFA/SSO, password resets, access reviews, and support audits.
• Support cloud/SaaS apps, hybrid working tools, and patch/change testing.
• Resolve email, spam/phishing, and DLP issues, working with InfoSec where needed.
• Produce reports, support compliance tasks, and identify improvements/automation.
• Create documentation and deliver user training.

What You’ll Bring

• Solid IT support/service desk experience.
• Strong knowledge of Microsoft 365, Windows 10/11, mobile OS, Intune, Entra ID/Azure AD.
• Understanding of networking basics and security tools (Defender, Mimecast, DLP, MFA).
• Experience supporting cloud/SaaS apps and identity/device/email security.
• Awareness of Copilot/generative AI tools.
• Bonus: PowerShell/Power Automate, cloud migration exposure, ITIL/CompTIA/MS certs.

Benefits

• £41,800–£43,000 + up to 15% bonus
• 27 days holiday + bank holidays
• Generous pension & £500 benefits allowance
• Private medical (after 1 year), income protection, death in service
• Employee car scheme, EAP, enhanced family benefits
• Hybrid working (4 days onsite)

Refer a friend and earn £100! If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3-month probation period), you will receive a £100 retail voucher of your choice!

Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.

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Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer .