IT Service Desk Analyst

Carter Jonas; Peterborough; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Flexible benefits

Additional leave

Health plan

Cycle to work

Job summary

Carter Jonas is seeking an IT Service Desk Analyst to join our Peterborough office. The role provides 1st and 2nd line support for Microsoft 365, end-user devices, business applications, telephony, and network connectivity, helping maintain a secure and efficient IT environment.

You'll join a friendly IT team, report to the IT Service Desk Manager, and contribute to improving service delivery. Full training provided, and a comprehensive benefits package are offered.

Qualifications

• Experience in 1st/2nd line IT support or helpdesk.
• Strong knowledge of Microsoft 365 and Windows OS.
• Good communication and customer service skills.

Responsibilities

• Provide 1st and 2nd line IT support via phone, email, Teams.
• Log, categorise and manage incidents in ITSM.
• Troubleshoot hardware and software on laptops and devices.
• Support Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
• Assist with onboarding/offboarding and identity management.
• Assist with device enrolment and endpoint management.
• Maintain cyber security and governance compliance.

Skills

Customer service

IT support

Microsoft 365

Windows OS

Remote support

Tools

ITSM platforms

Azure AD

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.

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

• 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.