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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Analyst - **Company:** Reed - **Location:** London, UK - **Salary:** £28,000.0 - £32,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Active Directory, JIRA, User Authentication, Business Software, Software as a Service, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Local Area Networks, Network Connections, Azure Active Directory, Phishing, Remote Service Software, TCP/IP, Wi-Fi Technology, Enterprise Software Applications, Computer Network Technologies, Network Support, Servicenow - **Published:** September 9, 2026 - **Apply:** https://www.reed.co.uk/jobs/helpdesk-analyst/57322174 ## About the Role Are you a proactive, customer-focused IT support professional looking to build your career in a fast-paced environment? We're looking for a 1st Line Support Analyst with strengths across business applications and network connectivity to join my client's growing team., * Knowledge of Windows OS and core networking (TCP/IP, DNS, DHCP). * Understanding of VPN principles, Wi-Fi troubleshooting, and connectivity basics. * Experience supporting enterprise applications, authentication, and access issues. * Familiarity with ticketing tools such as ServiceNow, Jira, or Freshservice. * Excellent communication skills-able to translate technical concepts for non-technical users. * Strong analytical skills with a structured approach to problem solving. * Customer-focused attitude, with patience and professionalism. * Ability to remain calm and effective during outages or high-volume periods. Desirable Experience * Exposure to Active Directory or Azure AD. * Basic understanding of ITIL processes. * Experience with remote support tools. * Awareness of cybersecurity fundamentals (MFA, phishing prevention, endpoint protection)., * Proactive, curious, and eager to learn * Calm under pressure * Detail-driven with strong documentation habits * Collaborative, but able to work independently when required ## Description You'll be the first point of contact for technical issues, ensuring our users receive efficient, friendly, and effective support to keep our operations running smoothly., User Support * Provide first-line support via phone, email, and ticketing systems. * Deliver clear communication, regular updates, and a great user experience. Application Support * Troubleshoot login issues, performance failures, and configuration queries. * Support core business applications, including SaaS and on-prem systems. Network Support * Diagnose Wi-Fi, VPN, and LAN connectivity issues. * Determine local vs. broader network faults and escalate when needed. Incident Management & Troubleshooting * Log, categorise, prioritise, and track all incidents and service requests. * Follow structured troubleshooting steps using scripts and knowledge bases. Monitoring & Administration * Monitor system alerts, dashboards, and network tools to spot early issues. * Handle user account creation, password resets, permission changes, and access requests. Documentation & Knowledge Sharing * Maintain internal knowledge bases, FAQs, and troubleshooting guides. * Escalate to 2nd/3rd line teams with clear and accurate technical notes. ## Related Videos - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [Passkeys: Truly Phishing-Resistant? 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