Service Desk Analyst

RED GATE STORAGE; United Kingdom; Remote; GBP 28,000 - 35,000; Full time

Benefits offered by this job

Monthly wellbeing allowance

Generous paid time off

Private health insurance

Job summary

Redgate is seeking a first-line IT Support specialist to join our Cambridge team. You will triage and resolve incidents, onboard new starters, and maintain IT equipment and documentation. The role is permanent with in-office work five days a week.

You will interact with the wider Technical Operations team, detect patterns in issues, and help prevent future problems while delivering friendly, efficient support to staff worldwide.

Qualifications

• Experience with Microsoft operating systems and M365 apps.
• Strong analytical and problem-solving skills.
• Clear communication to explain technical concepts to non-technical users.
• Ability to manage multiple tasks under pressure.
• Interest in learning new technology and proposing improvements.

Responsibilities

• Triage, log, and resolve incidents and requests, escalating as needed.
• Onboard new starters, configure end-user devices, and maintain IT equipment and docs.
• Collaborate with the wider Technical Operations team and share learnings.
• Identify patterns to prevent problems before they occur.

Skills

Microsoft OS

M365 tools

Analytical skills

Communication skills

Multi-tasking

Job description

At a glance

Location: Cambridge

In-office expectation: 5 days per week

Employment type: Permanent

Salary: £28,000 to £35,000

Why this role exists

Everyone at Redgate relies on IT that just works, and when it doesn't, they rely on fast, friendly support to put things right. This role exists to be the first point of contact for IT issues across our offices, resolving what you can at first line and making sure everything else reaches the right team quickly.

About Redgate

Redgate brings together people who want to do their best work in an environment built on trust, accountability, and collaboration.

We build solutions that help data professionals securely manage the data and databases that their organizations depend on, a space that's only becoming more critical as systems scale, data regulations increase, and AI adoption accelerates.

AI at Redgate

By 2028, Redgate will operate as an expert-plus-agent company, domain experts amplified by AI, delivering customer value at a pace our peers can't match.

AI handles the heavy lifting. Our people control the judgement. Everyone at Redgate works with Claude, giving you access to the best AI tools from day one.

Why join our Technical Operations team?

There's real scope to grow your skills and impact, with clear pathways and support.

We value sustainable delivery, good ways of working and time to improve how we build.

About the role

You’ll be the first point of contact for anyone at Redgate with an IT question or issue, whether they’re in our Cambridge office or one of our offices around the world. It's a role where your instincts and problem solving make a real difference, whether that's spotting a trend before it becomes a bigger issue or finding a quick way to unblock someone.

• You’ll triage, log, and resolve incidents and requests, escalating to the Service Desk Engineers, Infrastructure team, or Security when needed
• You’ll help onboard new starters, configure end user devices, and keep our IT equipment and documentation up to date
• You’ll work closely with the wider Technical Operations team, sharing what you learn and helping improve how we support the business
• You’ll have the chance to spot patterns and trends in the issues you see, and use that insight to help prevent problems before they happen

What makes you a great fit

• Experience using Microsoft operating systems and applications, including M365 productivity tools such as Word and Excel
• Strong analytical and problem solving skills, with the ability to troubleshoot creatively and pay close attention to detail
• Clear communication skills, with the ability to explain technical concepts to a non-technical audience
• Ability to manage multiple tasks at once and stay effective under pressure
• A genuine interest in learning and using new technology, and confidence suggesting ideas to improve how we work

What we offer

Salary range: £28,000 to £35,000

• Monthly wellbeing allowance and generous paid time off
• Genuine investment in learning, development, and career progression
• Private health insurance

You can read more about our full benefits here

What happens next?

Your application will be reviewed by a person. We don't use AI or automated tools to assess applications, and every profile is read by one of our Talent Partners.

You'll hear back within a few days. Whether it's a next step or a no, we aim to respond promptly so you're not left wondering.

Our interview process is straightforward and consistent. You'll find more detail on our typical hiring process below, so you know what's coming and why.

Belonging at Redgate

We believe that people do their best work in an environment built on respect, fairness, and trust, and that diverse perspectives lead to better outcomes. Redgate is an equal opportunity employer, and we make hiring decisions based on skill, potential, and alignment with our values.

You can read more about how we approach belonging and inclusion at Redgate on our Belonging at Redgate page