Service Desk Analyst

Optima Recruitment; Reigate; Hybrid; GBP 41,000 - 43,000; Full time

Job summary

A leading recruitment agency in the UK is seeking a Service Desk Analyst to provide first- and second-line support in a hybrid environment. You will troubleshoot various IT issues, manage user lifecycles, and support cloud applications. The ideal candidate will have significant experience with Microsoft 365, networking basics, and various security tools. This role offers a salary between £41,800 and £43,000, plus benefits including a bonus, generous holiday allowance, and hybrid working options.

Benefits

27 days holiday + bank holidays

Generous pension

Private medical after 1 year

Qualifications

• Solid IT support/service desk experience is essential.
• Strong knowledge of Microsoft 365 and Windows OS is required.
• Experience supporting cloud/SaaS apps and security tools is needed.

Responsibilities

• Provide first/second line support and manage IT incidents.
• Troubleshoot device and Microsoft 365 issues.
• Manage user/device lifecycle and administer security protocols.

Skills

IT support experience

Microsoft 365 knowledge

Networking basics

Cloud/SaaS support

Security tools understanding

PowerShell knowledge

Tools

Microsoft 365

Intune

Azure AD

Defender

Mimecast

Job description

Service Desk Analyst – Hybrid (Reigate) | £41,800–£43,000 + Bonus (15%)

Join a dynamic IT team delivering high-quality first- and second-line support across a hybrid workforce. You’ll keep users productive, systems secure, and services running smoothly.

What You’ll Do

• Provide first / second line support and manage incidents via the IT Service Desk.
• Troubleshoot device, application, access, and Microsoft 365 issues.
• Manage user / device lifecycle : onboarding, offboarding, permissions, assets.
• Administer MFA / SSO, password resets, access reviews, and support audits.
• Support cloud / SaaS apps, hybrid working tools, and patch / change testing.
• Resolve email, spam / phishing, and DLP issues, working with InfoSec where needed.
• Produce reports, support compliance tasks, and identify improvements / automation.
• Create documentation and deliver user training.

What You’ll Bring

• Solid IT support / service desk experience.
• Strong knowledge of Microsoft 365, Windows 10 / 11, mobile OS, Intune, Entra ID & Azure AD.
• Understanding of networking basics and security tools (Defender, Mimecast, DLP, MFA).
• Experience supporting cloud / SaaS apps and identity / device / email security.
• Awareness of Copilot / generative AI tools.
• Bonus: PowerShell / Power Automate, cloud migration exposure, ITIL / CompTIA / MS certs.

Benefits

• £41,800–£43,000 + up to 15% bonus
• 27 days holiday + bank holidays
• Generous pension & £500 benefits allowance
• Private medical (after 1 year), income protection, death in service
• Employee car scheme, EAP, enhanced family benefits
• Hybrid working (4 days onsite)

Refer a friend and earn £100! If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3‑month probation period), you will receive a £100 retail voucher of your choice!

Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.

By applying for this vacancy, you accept Optima Recruitment Limited’s Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.

Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.