Service Desk Analyst

Service Desk Analyst
Peterborough (Hybrid 2-3 days on site)
£(phone number removed)

REED Technology is working with an outstanding client in search of a Service Desk Analyst to join their high-performing IT Service Desk team. You'll be the first point of contact for technical issues, delivering excellent support and solutions to business users, and contributing to an environment where service excellence and knowledge sharing are the norm.

Key Responsibilities

• Providing technical support to business users via phone, email and ticketing system
• Troubleshooting a range of issues related to hardware, software, and networks
• Creating and maintaining clear technical documentation for team use and end-users
• Adhering to ITIL-aligned service desk processes to ensure consistency and quality
• Collaborating with colleagues to resolve escalated issues and share knowledge
• Prioritising and managing multiple support tickets effectively under pressure
• Using ITSM tools (e.g. Freshservice) to track and resolve incidents

Technical Skills

• Windows 10/11
• Active Directory / Microsoft Entra
• Microsoft 365 / Azure / Intune / Teams / SharePoint
• Dynamics 365 / Business Central
• Freshservice ITSM

You may also support the team with systems like:
Windows Server 2019, SuSE Linux, RHEL, CrowdStrike Falcon, Arctic Wolf, Proofpoint Email Security

What skills and experience you will bring

• Strong communication and customer service skills
• Solid knowledge of Windows 10/11
• Ability to take ownership and see tasks through to resolution
• A collaborative mindset and willingness to support others
• Attention to detail and a methodical approach
• Understanding of ITIL principles
• Ability to stay calm under pressure and during incidents
• An empathetic and user-first attitude

Bonus: If you've worked on personal tech projects or have a story to tell about how you solved a tricky issue-tell us! Enthusiasm and a willingness to learn are just as important as experience.

If you are interested in this opportunity and have some relevant experience to the above advert, please apply using the link.