Service Desk Analyst​/Rest Remote

Service Desk Analyst - Peterborough 2 Days/Rest Remote

Our client is a leading business in its field and at the beginning of a major business transformation covering people, process and technology. They have the ambition to double their revenue by maximizing existing business streams and entering new markets.

To enable this, the IT Department is evolving with a restructure, new roles, and upskilling existing ones and has moved to an Agile Methodology.

We are now recruiting a Service Desk Analyst, supporting four businesses across a busy and fast‑moving Group IT environment. You will be the first point of contact for technical issues, delivering high‑quality support, troubleshooting problems, and keeping clear, up‑to‑date documentation. You will 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.

• Provide 1st (20%) / 2nd (60%) / 3rd (20%) line technical support and deliver excellent customer service
• Troubleshoot hardware, software, and network issues across Windows environments
• Maintain clear technical documentation
• Follow Service Desk processes and manage multiple tickets in a busy queue
• Collaborate with colleagues to resolve escalations
• Use ITSM tools (e.g., Fresh service) to log, track and resolve requests
• Ensure issues are fully resolved and communicated clearly to users

Essential:
Windows 10/11, AD/Entra, Microsoft 365, Intune, Teams and SQL or Python

Desirable:
Azure, SharePoint, D365/Business Central

Bonus:
Fresh service ITSM

• Strong Windows support knowledge
• Excellent communication and customer service skills
• Ability to own and resolve issues with a positive, proactive attitude
• Strong written skills for documentation
• Calm, organised approach during high‑pressure periods
• Understanding of ITIL principles
• Team‑oriented, empathetic, and adaptable

This organisation invests in training and development, with new applications being introduced as part of an ongoing digital transformation programme.