IT Support Analyst (1st line)

IT Senior Service Desk Analyst
Location: Colchester (Office-based)
£25,500

REED Technology are looking for a proactive and technically skilled Senior Service Desk Analyst to join a fast-paced IT team supporting a nationwide network. This role is ideal for someone who thrives in a customer-focused environment, enjoys mentoring others, and is passionate about resolving technical issues efficiently and effectively.

You'll play a key role in managing escalated support queries, coaching 1st Line Analysts, and contributing to the continuous improvement of IT services. This is a hands-on role with leadership responsibilities, offering the opportunity to make a real impact on service delivery.

Key Responsibilities

• Deliver 2nd Line IT and Telecoms support across the organisation, ensuring SLA compliance.
• Mentor and coach 1st Line Service Desk team members, supporting their development and maintaining training records.
• Lead by example in call handling, ticket resolution, and service desk operations.
• Analyse trends in recurring issues and implement long-term solutions.
• Provide 1st Line support coverage during staff shortages or peak demand.
• Manage escalated tickets from internal teams and external vendors.
• Assist with reporting, project delivery, and administrative tasks.
• Support and improve the ITSM platform (SysAid).
• Deliver desktop support including rebuilds, upgrades, migrations, and performance tuning.

Key Skills & Experience

• Strong working knowledge of Windows, macOS, iOS, Android, and Microsoft Office.
• Experience with Cisco telephony systems.
• Proficient in troubleshooting hardware (desktops, laptops, printers, MFDs).
• Familiarity with Active Directory, desktop group policies, and Scripting (PowerShell, VBScript).
• Excellent communication skills with the ability to explain technical concepts clearly.
• Strong customer service orientation and ability to work under pressure.
• Organised, detail-oriented, and methodical in approach.
• Understanding of GDPR best practices.
• Flexible and enthusiastic about learning and implementing new technologies.

If you have the relevant experience for this role, please apply using the link provided.