IT Service Desk Analyst

Carter Jonas LLP; Peterborough; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Flexible benefits

Health plan

Cycle to work

Job summary

Carter Jonas LLP in Peterborough is hiring an IT Service Desk Analyst to join a friendly IT team. You will deliver 1st and 2nd line support for Microsoft 365, end‑user devices, business applications, and connectivity, helping to maintain a secure and efficient IT environment.

The role emphasizes strong customer service, proactive problem solving and continuous improvement. You'll work with a small team, handle incidents, support onboarding, and contribute to ITSM processes across the UK offices.

Qualifications

• Experience delivering 1st/2nd line IT support.
• Strong customer service and communication skills.
• Familiarity with Microsoft 365 suite.
• Experience with ITSM incident logging and ticketing.
• Ability to work across UK offices and remote users.

Responsibilities

• Provide 1st and 2nd line IT support via phone, email, Teams.
• Log and manage incidents in the ITSM platform.
• Troubleshoot hardware and software on end-user devices.
• Administer Microsoft 365 accounts and access.
• Support security and governance practices.
• Assist with onboarding/offboarding as needed.

Skills

Customer service

Problem solving

Microsoft 365

1st/2nd line support

ITSM

Remote support

Microsoft Teams

Tools

Microsoft 365

Azure Active Directory

Intune

MDM

Job description

We have an exciting opportunity for an IT service desk analyst to join our friendly IT team based at our Peterborough office. The role is responsible for delivering 1st and 2nd line support for Microsoft 365, end‑user devices, business applications, telephony, network connectivity and associated technologies. The postholder will contribute to maintaining a secure, reliable and efficient IT environment while demonstrating excellent customer service and supporting continuous improvement initiatives.

We offer a highly competitive salary package which includes a fantastic benefits package including a variety of flexible benefits allowing you to choose those that suit your personal circumstances including purchasing additional leave, health cash plans, cycle to work scheme and so on!

Overview of IT

As an IT Service Desk Analyst, you’ll report to the IT Service Desk Manager and work alongside three additional 1st/2nd Analysts and one 3rd Line Analyst. Our IT department, headquarters in Peterborough, encompasses various teams such as the IT Systems Team, Application Training, IT Assets, and Data & Transformation Services. You’ll have the opportunity to engage with these teams, gaining valuable insights into their functions and daily responsibilities. Join our small, friendly, and dynamic team for an enriching experience.

Main tasks

Helpdesk Support

• Provide professional and courteous 1st and 2nd line support via telephone, email, Microsoft Teams and remote support tools.
• Accurately log, categorise, prioritise and manage incidents and service requests through the IT Service Management (ITSM) platform.
• Troubleshoot and resolve technical issues within agreed Service Level Agreements (SLAs).
• Escalate incidents and requests to appropriate internal teams or third‑party suppliers where necessary

Desktop Support

• Provide support for all Carter Jonas offices and remote workers across the UK.
• Support Microsoft Windows operating systems and Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint and Office applications.
• Diagnose and resolve hardware and software faults on laptops, mobile devices and peripherals.
• Configure, deploy, rebuild and maintain end‑user devices as required.

Microsoft 365 and Identity Administration

Administer user accounts, security groups and access permissions within Microsoft Entra ID (Azure Active Directory), Active Directory and Microsoft 365.

• Assist with onboarding, offboarding and user access requests.
• Support password resets, multi‑factor authentication (MFA) and identity management processes.

Mobile Device and Endpoint Management

• Support corporate mobile devices, including Apple iPhone, iPad’s.
• Assist with device enrolment and management through Microsoft Intune and Mobile Device Management (MDM) solutions.

Application Support

• Provide support for Microsoft 365 applications and the firm’s business‑critical software solutions.
• Following appropriate training, provide support for specialist line‑of‑business applications used across the firm.

Cyber Security and Governance

• Support the firm’s cyber security objectives by adhering to security policies and best practices.
• Assist with the identification, investigation and escalation of potential security incidents.

This job description is not exhaustive and may be required to undertake additional duties from time to time to ensure the smooth running of the IT department. Full training will be provided.

What will it take to be successful?

You will possess a professional, positive attitude and the ability to deliver clear, knowledgeable, and effective helpdesk support. You will be able to remain calm under pressure, working in a methodical and accurate manner while managing competing priorities and maintaining excellent time management skills. Previous IT experience is not essential, however strong customer service skills, a proactive approach to problem‑solving, and a genuine interest in technology and IT are key requirements for success in this role.