Service Desk Analyst

Socket.dev; Cambridge (MA); On-site; USD 38,000 - 47,000; Full time

Benefits offered by this job

Monthly wellbeing allowance

Investment in learning and career prog

Private health insurance

Job summary

Redgate is hiring for a Permanent IT Helpdesk role based in Cambridge. You will be the first point of contact for IT issues, triaging and resolving requests, onboarding new starters, and maintaining equipment and documentation.

This role sits within Redgate's Technical Operations team, offering visibility across global offices and opportunities to identify trends and improve response times. We expect familiarity with Microsoft operating systems and M365 tools, strong problem‑solving abilities,

Qualifications

• Experience with Microsoft operating systems and M365 apps (Word, Excel).
• Strong analytical and problem solving abilities with attention to detail.
• Excellent communication skills and ability to explain technical concepts to non‑technical people.
• Ability to juggle multiple tasks and remain effective under pressure.
• Genuine interest in learning new technology and proposing improvements.

Responsibilities

• Triage, log, and resolve IT incidents and requests; escalate when needed.
• Onboard new starters, configure end-user devices, maintain IT equipment/docs.
• Collaborate with Technical Operations to improve support and share learnings.
• Identify patterns in issues to help prevent future problems.

Skills

Microsoft OS & M365

Analytical problem solving

Clear communication

Multitasking under pressure

Continuous learning

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

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