Service Desk Analyst

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