Service Desk Analyst

Picture More Ltd; Peterborough; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

A reputable firm in Peterborough is seeking a Service Desk Analyst to provide vital first-line support. This full-time position offers a hybrid working model and extensive training opportunities within a supportive IT team, catering to varied technology needs, and enhancing user productivity across multiple platforms.

Benefits

25 days holiday

Contributory pension

Private medical (after 1 year)

Cycle-to-work scheme

Qualifications

• Excellent service-oriented mindset.
• Experience with helpdesk functions is a plus.
• Strong communication skills required.

Responsibilities

• Serve as the first contact for IT issues via multiple channels.
• Log, prioritize, and resolve technical queries.
• Learn and use various systems and technologies.

Skills

Customer service skills

Clear communication

Attention to detail

Proactive attitude

Ability to work under pressure

Education

Exposure to IT systems

Tools

Active Directory

Office365

ServiceNow

VPN

PC hardware

Job description

Service Desk Analyst

Do you enjoy solving problems and helping people get back online quickly?

If you're the go-to person for tech issues and you're looking to build your career in IT support within a professional, fast-paced environment, this could be your next step.

The Role

We’re working with a leading professional services firm who are growing their IT support team in Peterborough. They’re looking for a Service Desk Analyst to provide first-line support across a wide range of systems and technologies, ensuring employees stay connected and productive. This is a hybrid role, with mandatory office presence 3 days a week and 2 days from home, based out of their Peterborough office.

There’s a structured shift pattern which includes both hybrid and fully-remote options, including early or late shifts, and occasional Saturday support (with time off in lieu). The role is full-time, permanent, and offers a salary of £25,000–£27,000 depending on experience.

Why Apply?

• Join a collaborative IT team with real career progression opportunities
• Get hands-on with modern technologies and build your service desk expertise
• Gain exposure to a wide user base, from entry-level to senior professionals
• Structured training and access to ITIL-aligned processes
• Hybrid working model promoting flexibility and work-life balance
• Benefits include 25 days holiday, contributory pension, life assurance, private medical (after 1 year), season ticket loan, and cycle-to-work scheme

What You’ll Be Doing

• Acting as the first point of contact for IT issues via phone, email, and ticketing system
• Logging, prioritising, and resolving technical queries efficiently and professionally
• Escalating complex incidents to 2nd line teams when needed
• Supporting remote workers using tools such as VPN, MFA, and mobile devices
• Learning and supporting systems including Active Directory, Office365, PDF tools, ServiceNow, and more
• Ensuring all tickets are closed on time and users are kept updated throughout

Technologies you may work with include: Active Directory, Mimecast, ServiceNow, Office365, VPNs, PC hardware, MFDs, iOS/Android devices, and remote access solutions.

What You’ll Bring

• Excellent customer service skills and a genuine desire to help people
• A confident phone manner and clear communication style
• Great attention to detail when logging issues and following up
• A proactive and flexible attitude, willing to learn and get stuck in
• The ability to work under pressure and as part of a supportive team
• Ideally some exposure to IT systems, even through a service desk internship or entry-level role

If you're looking to kickstart or grow your IT support career in a structured, professional, and friendly environment, we’d love to hear from you.

Apply now or reach out for a confidential chat.