Service Desk Analyst

Redgate is looking for a Service Desk Analyst to work in its IT organisation . Y ou will be responsible for the 1 st line IT support for internal users, including triaging tickets, logging calls, analysing and resolving issues, tracking trends and escalating where necessary to Service Desk Engineers , our TechOps team or Security . As y ou’ll be the first point of contact for IT issues and, through proactivity and initiative, you will ensure our users get first-class IT support.  

Responsibilities will include:

•  
• Perform initial triaging of all tickets  
• Correctly logging, prioritising, assigning, tracking and responding to incidents and requests in a timely manner  
• Keeping users and other interested parties informed of progress throughout the life cycle of the issue and ensure that corrective action is taken to avoid or minimise delays    
• Identify issues, trends and recurring themes
• Carry out new starter inductions  
• Configuration and deployment of end user devices  
• Support end user operation of meeting room audio and visual equipment  
• Maintain IT equipment store  
• Support tradeshow event preparation  
• Maintain support documentation used by the S ervice D esk and end users  

What makes you Red g ate’s next Service Desk Analyst ?  

• You’ve started your Service Desk journey and are looking for a new challenge  
• You want to work for a company with a great culture which puts its people first  
• You’ve got a great rapport with customer s  
• You have great troubleshooting skills  
• Helping fix peoples problems is a passion  
• You’re familiar with Microsoft Windows and preferabl y (but not essential) MacOS as well  
• You know the basics of computer hardware setup and maintenance  
• You’ve got an interest in technology  
• You’re a team player and good communicator  
• You’re just as effective working remot e ly as in an office  

What’s the package?  

• A great benefits package .  
• Salary is £ 2 5 ,000.00 - £ 30 ,000.00 per annum , depending on experience.  
• Flexible work time  
• Service Desk roles are still primarily office based and currently have the expectation of 3-4 days minimum in the office per week.  

Flexible-hybrid model:    

Achieving work-life balance has never been more important and so Redgate has adopted a flexible-hybrid model. This means that people will work flexibly with a blend of remote (home) and co-located (office) work, with teams having the flexibility to decide which location best suits the outcomes they need to deliver.

Redgate Software is an Equal Opportunity Employer  

At Redgate we recruit on a rolling basis, which means we carry on recruiting until we find the right person for the role. We tend to compare individuals to the role specification rather than to each other.   

 
We are an inclusive employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  

Achieving work-life balance has never been more important and so Redgate has adopted a flexible-hybrid model. This means that people will work flexibly with a blend of remote (home) and co-located (office) work, with teams having the flexibility to decide which location best suits the outcomes they need to deliver.  

Where you work and how frequently you attend the office will depend on the nature of your role, the make-up of the team and the type of work that you need to do. A weekly visit to the office is likely for most people to support our collaborative culture and enable our teams to deliver great work, though less frequent visits may also work well. So, if you can travel to & from the office safely in a day, that works well for us.