Peterborough (2–3 days on-site)
£32kpa + Bens
Join a well-established, growing organisation as a Service Desk Analyst, supporting four businesses across a busy and fast-moving Group IT environment. You’ll be the first point of contact for technical issues, delivering high-quality support, troubleshooting problems, and keeping clear, up-to-date documentation. You’ll also work closely with the wider team to manage escalations and share knowledge.
This role covers a mix of on-premise and cloud-based technologies (including Azure), alongside bespoke systems such as customised D365 Business Central – with full training provided for any gaps.
Key Responsibilities:
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Provide 1st (20%)/2nd (80%) line with some 3rd line technical support and deliver excellent customer service
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Troubleshoot hardware, software, and network issues across Windows environments
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Maintain clear technical documentation
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Follow Service Desk processes and manage multiple tickets in a busy queue
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Collaborate with colleagues to resolve escalations
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Use ITSM tools (e.g., Freshservice) to log, track and resolve requests
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Ensure issues are fully resolved and communicated clearly to users
Tech Environment:
Essential: Windows 10/11, Active Directory / Entra, Microsoft 365, Intune, Teams. SQL or Python
Desirable: Azure, SQL (change management level), SharePoint, D365 / Business Central
Bonus: Freshservice ITSM
Occasional exposure: Windows Server, SuSE/RedHat Linux, Crowdstrike, Arctic Wolf, Proofpoint
What We’re Looking For:
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Strong Windows support knowledge
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Excellent communication and customer service skills
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Ability to own and resolve issues with a positive, proactive attitude
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Strong written skills for documentation
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Calm, organised approach during high-pressure periods
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Understanding of ITIL principles
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Team-oriented, empathetic, and adaptable