We're hiring! Service Desk Analyst

Please note this position is no longer available

At Timewade we are proud to be one of the South West’s longest established providers of IT solutions. As a family run Managed Service Provider, our commitment is to have a complete understanding of our clients’ businesses so that we can provide quality IT services that we always strive to improve.

As a Service Desk Analyst, your primary role will be to provide remote and reactive technical support across our South West client base.

You will work closely with the Senior Service Desk Analyst and team to respond to & resolve client IT issues via telephone & email. In addition this role will also involve progressing and/or resolving pro-active issues from our automation tools. This role will be located in our office in Exeter, however there may be occasional requirement to travel to client sites for training purposes and also to provide emergency onsite support.

Providing an unrivalled superior customer experience is our mission statement, therefore the ideal candidate will be customer focused, be able to understand customer needs and have the ability to build excellent client relationships and communicate effectively at all levels within a business.

To be considered, you must:

  • Have a minimum of two years’ experience as a service desk technician diagnosing and resolving technical issues for end users.
  • Have a good understanding of Microsoft Windows desktop and server operating systems
  • Have problem-solving abilities across WAN and LAN connectivity, routers, switches and firewalls
  • Have knowledge of Active Directory, Office 365 and Exchange Online products
  • Have experience of monitoring and maintaining backup software
  • Have VMware virtualisation experience.
  • Have excellent communication and listening skills including client relationship skills
  • Have knowledge sharing and technical documentation skills
  • Have Microsoft Office 2010,2013,2016 support experience
  • Have experience Computer/Laptop builds and fixes.
  • Administration of user accounts & shares.
  • Excellent and confident telephone manner & customer service skills.
  • Have experience of working with third party software and hardware suppliers.
  • Have demonstrable methodical problem solving and excellent analytical skills.
  • Work with the team to identify repeating incidents and proactive ways to avoid further occurrences
  • Be willing to learn and develop.


The ideal candidate will also have the following desirable skills:

  • Track record of excellent onsite and remote support.
  • Advanced experience with networks, Active Directory, Office 365, Backup solutions, Security software, hosted telephony, virtualisation and security.
  • Confidence using command prompt & powershell
  • Experience with the following backup technologies Datto, StorageCraft, Attix, Arcserve, Windows Backup.

Salary – Dependent on experience
21 Days holiday
Opportunity to complete further IT qualifications




Contact us

For sales or support please call +44 (0)1392 367676

Our opening times are Monday to Friday 8.30 – 5.30


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