Service Desk Analyst

Bauer Media Group; Peterborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading media company based in Peterborough is looking for an IT Service Desk Analyst to join their collaborative team. The role involves providing 1st and 2nd line IT support, troubleshooting technical issues, and assisting new starters with setup. The ideal candidate will have hands-on experience with Windows, Exchange, and ticketing systems. This hybrid position offers 2 days in the office and 3 days working from home, along with a comprehensive benefits package including 28 days holiday and training opportunities.

Benefits

28 days holiday plus bank holidays

Access to internal training

Enhanced parental leave pay

Flexible working options

Qualifications

• Experience in a service desk or IT support role.
• Hands-on knowledge of Windows, Exchange, Azure, and Active Directory.
• Experience working with ticketing systems like ServiceNow.

Responsibilities

• Deliver 1st and 2nd line IT support via various channels.
• Log and manage incidents and requests using ServiceNow.
• Troubleshoot technical issues across multiple platforms.

Skills

Service desk experience

Windows knowledge

Exchange knowledge

Azure knowledge

Active Directory knowledge

Ticketing systems experience

Customer service skills

Attention to detail

Problem-solving

Team-player mindset

Tools

ServiceNow

Office 365

Job description

You’ll be joining our friendly and collaborative IT Service Desk team based in Peterborough. We’re a close-knit group of analysts who pride ourselves on curiosity, teamwork, and delivering exceptional support. We work together to keep Bauer Media’s UK businesses running smoothly, supporting colleagues across audio and publishing brands. We believe in helping each other, sharing knowledge, and having a laugh while we work.

The Difference you will make

As an IT Service Desk Analyst, you’ll be the first point of contact for colleagues across Bauer’s UK businesses. You’ll play a vital role in ensuring our people have the tools and support they need to do their best work. From troubleshooting technical issues to setting up new starters, you’ll provide a consistently friendly, solution-focused service that keeps everything moving.

Your role

Responsibilities include but are not limited to:

• Deliver 1st and 2nd line IT support via phone, email, ticketing, and chat systems.
• Log and manage incidents and requests using ServiceNow.
• Troubleshoot technical issues across Windows, Azure, Exchange, Active Directory, and Office 365.
• Support new starters with laptop setups, accounts, and permissions.
• Stay proactive and curious in solving both common and unfamiliar problems.

The Skills you will bring

Must-haves:

• Experience in a service desk or IT support role.
• Hands‑on knowledge of Windows, Exchange, Azure, and Active Directory.
• Experience working with ticketing systems (e.g., ServiceNow) and live chat functions.
• Excellent communication and customer service skills.
• Strong attention to detail and problem‑solving ability.
• Team‑player mindset with a flexible, solutions‑focused attitude.

Nice-to-haves:

• Basic Mac troubleshooting knowledge.
• Experience creating or managing mailboxes.
• Exposure to hybrid or remote IT support setups.

Working Pattern / Location

Hybrid working: 2 days a week in our Peterborough office (Wednesday being one), 3 days working from home.

Occasional flexibility may be required to cover holidays or sickness.

About Bauer Media Group

We are a media business focused on creating content that matters to millions of people across Europe. Our offering extends from print and online publishing to audio broadcasting and entertainment, alongside investments in other media related sectors. With more than 500 million copies sold each year, we are one of Europe’s largest Publishers. From women’s and celebrities’ magazines to TV listings to food and special interest, we own some of the most popular publishing brands in Germany, UK, Poland and France – both digital and print. But not only that. Reaching over 61 million listeners weekly, we operate over 150 radio and podcast brands in nine countries, spanning the UK, Ireland, Poland, Slovakia, Denmark, Sweden, Finland, Norway and Portugal. Family‑owned in the 5th generation, Bauer Media focuses on the long‑term, with a consumer‑first mindset that guides us across our diverse portfolio. Our workforce of 12,000 shares a common purpose: to deliver content and services that enrich people‘s everyday lives.

What’s in it for you

• You’ll have 28 days holiday, bank holidays & 2 volunteer days to use.
• Your development matters, so access to our internal training provider – Bauer Academy, is a huge win.
• We have enhanced Maternity/Adoption, Paternity and Shared Parental Leave Pay.
• You’ll have the opportunity for flexible working.
• And much more! Find the full details of our benefits here

We are an international employer and equal opportunities are important to us. That's why we welcome everyone in their uniqueness, regardless of e.g. religion, gender, skin color, disability in our house.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or a long‑term health condition, and need us to make any reasonable adjustments or do anything differently during any stage of the recruitment process, please let us know by emailing [e-mail]

We are actively recruiting for this position, so the job advert may close earlier than expected.

If you have any feedback regarding our UK recruitment process, please email [e-mail] we would love to hear from you.