Service Desk Analyst

Reaction Engines Ltd
£28,500 per annum
02 Dec 2017
08 Dec 2017
Contract Type
Full Time

Reaction Engines is looking for a Service Desk Analyst. The candidate will be responsible for being the first response and support for users. This role will support the users by troubleshooting desktop and system issues, diagnosing and solving hardware/software incidents and problems. You will need to be good at prioritising and managing several open cases and mini projects at one time; these tasks will include:

  • Providing new hardware/software for users as and when required
  • Administer active directory (new users, leavers etc.)
  • Microsoft Exchange administration
  • Provide solutions to incidents and problems
  • Contribute to creation and improvement of policies, processes and procedures
  • Install, maintain and support new applications
  • Administer backups and restores
  • Establish a good working relationship with the business and third parties
  • Work with a variety of business and technical teams to enhance services
  • Supporting users on both hardware and software applications
  • Provide exceptional service support to the business

Key Accountabilities

  • Provide IT support to all Reaction Engines users including remote sites
  • Secure, support and implement hardware and software
  • Set up and maintain Windows Desktops
  • Maintenance and monitoring of IT systems
  • Support end users on IT Systems within agreed SLAs

Key Responsibilities

  • Setup and maintain PC Builds and deployment
  • User setup and deletion (leavers)
  • Incident triage/initial response
  • Support devices such as phones, printers
  • Ordering, Returns, Warranty claims
  • Create and maintain IT documentation as required
  • Undertake specialist projects as required
  • Setup and maintain PC Builds and deployment
  • Develop and deliver user training (Inductions, Workshops etc)
  • Gather and produce reports on IT systems
  • Asset management (stock/inventory)

Qualifications and Experience

The successful candidate should have the following qualifications, experience or knowledge:

  • At least three years experience within a similar role and experience working on a service/help desk
  • Experience working with Active Directory, Linux, Windows 7/8/10
  • Basic administration of Server 2008 R2, Server 2012 R2
  • ITIL v3 – Working to an ITIL methodology
  • CompTIA, CCENT or similar
  • Full clean UK drivers license

It is important that you have this relevant knowledge:

  • Cyber Security
  • PC/User support
  • Working with hardware and software vendors
  • Good working knowledge of Windows networking principles and network security best practices
  • Desktop hardware experience
  • Desktop Imaging/Computer builds
  • Software deployment
  • Support of software (E.g. Microsoft Office)


Ability to:

  • Communicate effectively at all levels within the business
  • Prioritise issues
  • Meet deadlines and manage conflicting priorities
  • Work on own initiative
  • Excellent verbal and written communication skills


  • Good time keeping
  • Practical approach to problem solving
  • Flexible and proactive approach in order to get work done
  • Motivated to delivery excellent customer service
  • Discretion to manage confidential data
  • Willing to go the extra mile
  • A keen interest in IT and keeping pace with new and developing technologies
  • Proactive approach to learning and developing knowledge and skills
  • Excellent attention to detail
  • Ability to remain calm and focused in a high pressure situation
  • Able to adhere to Reaction Engines core values:
    • Commitment
    • Innovation
    • Trust
    • Quality
    • Teamwork

Appointment subject to satisfactory references and BPSS Screening

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