Service Desk Analyst

KYOCERA Document Solutions Limited; Reading; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT services provider in Reading seeks a Service Desk Analyst to deliver outstanding 1st line support. The successful candidate will troubleshoot client infrastructure and ensure adherence to SLA commitments. The role requires a minimum of 1 year experience in IT support, technical knowledge in Microsoft technologies, and a strong understanding of networking fundamentals. Attractive benefits including holiday purchase options and life assurance are offered.

Benefits

25 days holiday plus extra after 5 years

Ability to buy and sell holiday

Life Assurance

Pension Scheme

Sick pay

Employee Assistance Programme

Coaching and Mentoring

Cycle-2-Work Scheme

Access to additional discounts

EyeCare benefits

Flu jab

Eligibility for Costco membership

Qualifications

• Minimum 1 year experience on an IT service desk.
• Experience with desktop, networking, and server exposure.

Responsibilities

• Interrogate the Service Desk system daily.
• Deliver timely resolutions in line with ITIL standards.
• Respond to calls and emails with clear communication.
• Set up and maintain workstation hardware and software.
• Diagnose and resolve hardware and software issues.

Skills

Prioritisation under pressure

Technical knowledge across Microsoft

Understanding of networking fundamentals

Education

Microsoft technologies, ITIL Foundation

Job description

Direct message the job poster from KYOCERA Document Solutions UK

Driving Talent Acquisition & HR Excellence

Are you passionate about technology and customer service? Do you thrive in fast‑paced environments where no two days are the same?

We’re looking for a Service Desk Analyst to deliver outstanding 1st line support across our managed service portfolio, ensuring our clients receive seamless IT experiences and SLA commitments are consistently met.

Role Purpose

As a Service Desk Analyst, you’ll be at the heart of our operations, supporting client infrastructure, desktops, and applications. You’ll troubleshoot issues, monitor alerts, and proactively resolve problems to keep businesses running smoothly.

Key Responsibilities

• Ticket Management: Interrogate the Service Desk system daily, ensuring queries are resolved or escalated within SLA timescales.
• ITIL Best Practice: Deliver timely resolutions or escalations in line with industry standards.
• Customer Support: Respond to calls and emails, providing clear communication and effective solutions.
• Installations & Configurations: Set up and maintain workstation hardware, software, peripherals, cabling, and networking products.
• Troubleshooting: Diagnose and resolve hardware, software, and access issues.

What We’re Looking For

• Education/Certifications: Microsoft technologies, ITIL Foundation.
• Experience: Minimum 1 year on an IT service desk, with desktop, networking, and server exposure.

Skills

• Ability to prioritise under pressure.
• Strong technical knowledge across Microsoft, VMware, Cloud, WAN/LAN networking.
• Solid understanding of PC hardware, operating systems, and networking fundamentals.
• Knowledge of “Follow Me” and “Secure” print technologies (advantageous).

What we can offer you

• 25 days holiday (All statutory bank holidays relevant to regional country); extra day after 5 years. Part‑time employees: pro‑rata equivalent.
• The ability to buy and sell holiday (up to 5 days per year).
• Life Assurance (4 × base salary).
• Pension Scheme – total contribution of 8% (5% employer, 3% employee).
• Company sick pay (1 week after 6‑month probationary period in first year, 4 weeks in years 2‑3, 8 weeks in years 4‑5 and 13 weeks from year 6 onwards).
• Employee Assistance Programme.
• Coaching and Mentoring.
• Cycle‑2‑Work Scheme – salary‑sacrifice scheme to purchase bikes at a discount.
• Access to additional discounts / perks.
• EyeCare – finance off for glasses and sight test.
• Flu jab.
• Eligibility for Costco membership.

Values:

The values that underpin the Kyocera Group are the 5 C’s – Communication, Courage, Commitment, Cooperation and Consciousness. Employees should live by these values, demonstrating fairness, honour, and respect for people and the global community.

Equality and Diversity Statement:

Kyocera is dedicated to creating a workplace where diversity is celebrated and everyone is treated with fairness, dignity, and respect. We welcome applicants from all backgrounds and are committed to providing reasonable adjustments during the recruitment process to ensure an inclusive experience for all.

Recruitment Agencies:

Kyocera operates a Preferred Supplier List (PSL) of selected recruitment agencies and does not accept unsolicited CVs from agencies not on this list. Please refrain from submitting candidate details in response to this advert or to any Kyocera employees, as we are not responsible for any fees related to unsolicited CV submissions.

Seniority level

• Associate

Employment type

• Full‑time

Job function

• Analyst and Customer Service

Industries

• IT Services and IT Consulting and Printing Services

Location

Reading, England, United Kingdom