Service Desk Analyst

Service Desk Analyst

Peterborough (Hybrid 2-3 days on site)

25,000-28,000

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

You may al...