IT Service Desk Analyst: 1st/2nd Line Support (M365)

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

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.