Service Desk Analyst

Service Desk Analyst in Reading

Reading Full-Time No home office possible

Are you passionate about technology and customer service? Do you thrive in fast-paced environments where no two days are the same?

We\’re looking for a
Service Desk Analyst
to deliver outstanding
1st line support
across our managed service portfolio, ensuring our clients receive seamless IT experiences and SLA commitments are consistently met.

Role Purpose

As a Service Desk Analyst, you\’ll be at the heart of our operations, supporting client infrastructure, desktops, and applications. You\’ll troubleshoot issues, monitor alerts, and proactively resolve problems to keep businesses running smoothly.

Key Responsibilities

Ticket Management: Interrogate the Service Desk system daily, ensuring queries are resolved or escalated within SLA timescales.
ITIL Best Practice: Deliver timely resolutions or escalations in line with industry standards.
Customer Support: Respond to calls and emails, providing clear communication and effective solutions.
Installations & Configurations: Set up and maintain workstation hardware, software, peripherals, cabling, and networking products.
Troubleshooting: Diagnose and resolve hardware, software, and access issues.

What We\’re Looking For

Education/Certifications: Microsoft technologies, ITIL Foundation
Experience: Minimum 1 year on an IT service desk, with desktop, networking, and server exposure

Skills
:

Excellent communication (oral & written)
Ability to prioritise under pressure
Strong technical knowledge across Microsoft, VMware, Cloud, WAN/LAN networking
Solid understanding of PC hardware, operating systems, and networking fundamentals
Knowledge of \”Follow Me\” and \”Secure\” print technologies (advantageous)

What we can offer you