Service Desk Analyst

Super Auto Repair; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading automotive service provider in Peterborough is seeking a Service Desk Analyst. This role involves delivering first, second, and third line technical support for multiple businesses within a fast-paced IT environment. Responsibilities include troubleshooting issues, maintaining documentation, and collaborating with the team to resolve escalations. Ideal candidates will have strong knowledge of Windows support and excellent communication skills. The company offers training and development as part of its digital transformation program.

Benefits

Training and development opportunities

Qualifications

• Strong Windows support knowledge.
• Excellent communication and customer service skills.
• Ability to own and resolve issues with a positive, proactive attitude.

Responsibilities

• Provide 1st, 2nd, and 3rd line technical support.
• Troubleshoot hardware, software, and network issues.
• Maintain clear technical documentation.
• Follow Service Desk processes and manage tickets.

Skills

Windows support knowledge

Excellent communication and customer service skills

Proactive attitude

Strong written skills

Team-oriented

Understanding of ITIL principles

Tools

Windows 10/11

Microsoft 365

Azure

SQL

Python

Freshservice ITSM

Job description

Our client is a leading business in its field and at the beginning of a major business transformation covering people, process and technology. They have the ambition to double their revenue by maximizing existing business streams and entering new markets.

To enable this, the IT Department is evolving with a restructure, new roles, and upskilling existing ones and has moved to an Agile Methodology.

We are now recruiting a Service Desk Analyst, supporting four businesses across a busy and fast-moving Group IT environment. You’ll be the first point of contact for technical issues, delivering high-quality support, troubleshooting problems, and keeping clear, up-to-date documentation. You’ll also work closely with the wider team to manage escalations and share knowledge.

This role covers a mix of on-premise and cloud-based technologies (including Azure), alongside bespoke systems such as customised D365 Business Central with full training provided for any gaps.

Key Responsibilities

• Provide 1st (20%) / 2nd (60%) / 3rd (20%) line technical support and deliver excellent customer service.
• Troubleshoot hardware, software, and network issues across Windows environments.
• Maintain clear technical documentation.
• Follow Service Desk processes and manage multiple tickets in a busy queue.
• Collaborate with colleagues to resolve escalations.
• Use ITSM tools (e.g., Freshservice) to log, track and resolve requests.
• Ensure issues are fully resolved and communicated clearly to users.

Tech Environment

Essential: Windows 10/11, AD/Entra, Microsoft 365, Intune, Teams and SQL or Python.

Desirable: Azure, SharePoint, D365/Business Central.

Bonus: Freshservice ITSM.

What We’re Looking For

• Strong Windows support knowledge.
• Excellent communication and customer service skills.
• Ability to own and resolve issues with a positive, proactive attitude.
• Strong written skills for documentation.
• Calm, organised approach during high‑pressure periods.
• Understanding of ITIL principles.
• Team‑oriented, empathetic, and adaptable.

This organisation invests in training and development, with new applications being introduced as part of an ongoing digital transformation programme.