Service Desk Analyst

Service Desk Analyst

Do you enjoy solving problems and helping people get back online quickly?

If you're the go-to person for tech issues and you're looking to build your career in IT support within a professional, fast-paced environment, this could be your next step.

The Role

We’re working with a leading professional services firm who are growing their IT support team in Peterborough. They’re looking for a Service Desk Analyst to provide first-line support across a wide range of systems and technologies, ensuring employees stay connected and productive. This is a hybrid role, with mandatory office presence 3 days a week and 2 days from home, based out of their Peterborough office.

There’s a structured shift pattern which includes both hybrid and fully-remote options, including early or late shifts, and occasional Saturday support (with time off in lieu). The role is full-time, permanent, and offers a salary of £25,000 – £27,000 depending on experience.

Why Apply?

• Join a collaborative IT team with real career progression opportunities
• Get hands-on with modern technologies and build your service desk expertise
• Gain exposure to a wide user base, from entry-level to senior professionals
• Structured training and access to ITIL-aligned processes
• Hybrid working model promoting flexibility and work-life balance
• Benefits include 25 days holiday, contributory pension, life assurance, private medical (after 1 year), season ticket loan, and cycle-to-work scheme

What You’ll Be Doing

• Acting as the first point of contact for IT issues via phone, email, and ticketing system
• Logging, prioritising, and resolving technical queries efficiently and professionally
• Escalating complex incidents to 2nd line teams when needed
• Supporting remote workers using tools such as VPN, MFA, and mobile devices
• Learning and supporting systems including Active Directory, Office 365, PDF tools, ServiceNow, and more
• Ensuring all tickets are closed on time and users are kept updated throughout

Technologies you may work with include: Active Directory, Mimecast, ServiceNow, Office 365, VPNs, PC hardware, MFDs, iOS/Android devices, and remote access solutions.

What You’ll Bring

• Excellent customer service skills and a genuine desire to help people
• A confident phone manner and clear communication style
• Great attention to detail when logging issues and following up
• A proactive and flexible attitude, willing to learn and get stuck in
• Ability to work under pressure and as part of a supportive team
• Ideally some exposure to IT systems, even if through a service desk internship or entry-level role

If you're looking to kickstart or grow your IT support career in a structured, professional, and friendly environment, we’d love to hear from you.

Apply now or reach out for a confidential chat.