Service Desk Analyst

IT & Telecommunications Service Desk Analyst - REED Advert

Are you passionate about technology, problem-solving, and delivering exceptional service? Do you thrive in a dynamic, fast-paced environment where every day brings something new? If so, we have the perfect role for you!

About the Role

We are looking for a skilled and motivated 1st and 2nd Line IT & Telecommunications Analyst to join this top tier Tech Department in Colchester. In this role, you’ll be the front line and backbone of the IT support structure, working with end-users to resolve issues, maintain telecommunications systems, and ensure smooth, reliable operations.

This is a fantastic opportunity for someone with hands-on experience in IT support and telecoms who’s eager to take their career to the next level in an innovative, supportive environment. From troubleshooting user issues to managing escalations and monitoring systems, you’ll be integral in keeping the companies technology running at its best.Key responsibilities include:

• 1st and 2nd Line Support: Provide timely and effective IT support to end-users across the organization, resolving technical issues related to hardware, software, and network connectivity.
• Telecommunications Systems: Manage, monitor, and troubleshoot telecommunications infrastructure to ensure reliability and efficiency.
• Incident Management: Accurately log, categorize, and manage incidents using the inhouse ticketing system, escalating where necessary to ensure quick and effective resolution.
• Systems Maintenance: Carry out regular maintenance tasks, updates, and checks to keep our systems secure, stable, and up to date.
• Continuous Improvement: Identify and suggest improvements to current processes to enhance user experience and system performance.

About You

To succeed in this role, you’ll bring:

• Experience in 1st and 2nd Line IT support roles, ideally with a strong understanding of networking, software, and telecommunications systems.
• Proven technical skills in diagnosing and resolving a wide range of IT and telecoms issues.
• Excellent communication and interpersonal skills, with the ability to assist users at all levels of technical proficiency.
• Problem-solving mindset with a proactive approach and willingness to learn new technologies.
• Organizational skills to manage multiple priorities and respond to issues quickly.

The Tech Stack:

It is essential that you have a good working knowledge of desktop/laptop/mobile / Telephony systems which include:

• Desktop/Laptop O/S: Windows 10 & 11, MAC OSX
• Mobile OS: Apple iOS, Android, Windows Mobile
• Telephony Systems - Cisco hardware and Webex
• All Microsoft Office 2016 and 365 applications.
• Desktop/desk phone / laptop hardware, printers and MFD troubleshooting and diagnostics.
• Preferable Windows 2008/2012 Active directory and group policy knowledge.
• Knowledge of IT Service Desk and call logging environment or IT NVQ, Comp-TIA, MCDST, SDA or equivalent qualifications would be an advantage.

What’s in it for YOU?

• Starting salary £22,000
• 28 days annual leave (inc public hols). Increases with length of service.
• Pension
• Maternity/paternity leave
• Annual summits and regional events
• WFH schemes - flexible working
• Subsidized onsite cafe.

If you’re ready to bring your expertise and enthusiasm to a company that truly values innovation and teamwork, we want to hear from you! Apply today and take the next exciting step in your IT career!