Service Desk Analyst

Huntress; Cambridgeshire and Peterborough; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading IT support company in the UK is seeking a Service Desk Analyst to provide high-quality technical support to users. The role involves troubleshooting hardware, software, and network issues while maintaining accurate documentation. Ideal candidates will have excellent communication skills and a strong knowledge of Windows 10/11 and ITIL principles. This is an opportunity to work in a friendly and collaborative IT environment, fostering growth and skill development.

Qualifications

• Experience in providing technical support for users.
• Ability to troubleshoot hardware, software, and network issues.
• Strong writing skills necessary for documentation.

Responsibilities

• Respond to technical support requests delivering positive customer experience.
• Troubleshoot various technical issues using appropriate tools.
• Maintain clear and accurate documentation.

Skills

Strong knowledge of Windows 10/11

Confident communication skills

Collaboration skills

Attention to detail

Writing skills for documentation

Tools

Windows 10/11

Active Directory

Microsoft 365

Microsoft Azure

SQL

Scripting languages (e.g., Python)

Job description

This is an excellent opportunity for someone who enjoys supporting users, solving technical challenges, and working in a collaborative IT environment. We're looking for a Service Desk Analyst to join a busy, friendly Service Desk team, providing high-quality technical support and ensuring users receive a responsive and reliable service.

In this role, you'll be handling a wide range of queries, troubleshooting issues across hardware, software and networks, and maintaining clear and accurate documentation. You'll be working to established ITIL processes and supporting colleagues to resolve escalations and share knowledge across the team.

What you'll be doing:

• Responding to technical support requests and delivering a positive customer experience
• Troubleshooting hardware, software and network issues using appropriate tools and techniques
• Creating and maintaining clear, accessible documentation
• Following established service desk processes to ensure consistent, high-quality support
• Working closely with team members on escalations and problem resolution
• Ensuring issues are fully resolved and communicating outcomes clearly to users

Technologies and systems you may work with include:

• Windows 10/11
• Active Directory / Microsoft Entra
• Microsoft 365, Teams, SharePoint
• Microsoft Azure and Intune
• Business Central / Dynamics 365
• SQL
• Scripting languages such as Python
• ITIL-based processes

What you'll bring:

• Strong knowledge of Windows 10/11
• Confident communication skills with a focus on delivering excellent customer service
• Ability to collaborate effectively within a team
• Ownership of tasks and the ability to see them through to completion
• Strong writing skills for technical and non-technical documentation
• A keen eye for detail
• Understanding of ITIL principles
• The ability to remain calm and organised during busy periods or major incidents
• A supportive, empathetic approach when working with users of all abilities
• Experience with scripting or coding (e.g., PowerShell, Python) is an advantage

If you're committed to delivering outstanding support and want to grow your skills in a supportive environment, we'd be delighted to hear from you. Apply now!

Huntress does not discriminate on the grounds of age, race, gender, disability, creed or sexual orientation and complies with all relevant UK legislation. PLEASE NOTE! You should make yourself aware of how immigration laws apply to your situation before applying for any jobs. We are acting as a Recruitment Business in relation to this role.