Service Desk Analyst
13 hours ago
Colchester
We’re looking for an experienced Service Desk Analyst to join our clients IT team in Colchester. This is a key position within the business, helping deliver reliable and secure IT services across the organisation. You’ll take full ownership of support requests from initial contact through to resolution, working within a collaborative IT team across a modern Microsoft 365 hybrid environment. This role is ideal for someone who enjoys hands-on support, structured troubleshooting, and gaining exposure to wider infrastructure and project work. What you’ll be doing • Acting as the first point of contact for IT incidents and service requests, managing them through to resolution, • Taking full ownership of support tickets end-to-end within the ITSM system, • Providing support across Windows, Android, and iOS devices, Microsoft 365 services, and core business applications, • Troubleshooting within a Microsoft 365 hybrid environment (including Exchange Online, Teams, SharePoint, Intune, and endpoint security), • Managing joiners, leavers, and role changes, ensuring secure and timely access provisioning, • Installing, configuring, and maintaining IT hardware and software in line with company standards, • Monitoring systems and responding to security alerts, including MFA, compliance, and access controls, • Supporting ISO 27001-aligned processes and working with teams such as HR, Finance, and Compliance, • Contributing to IT improvements, problem management, and project delivery What you’ll gain • A varied, hands-on role with full ownership and accountability, • Exposure to a modern Microsoft 365 environment, including identity, security, and endpoint management, • Opportunities to work alongside the Network Engineer and IT Manager, gaining infrastructure and networking experience, • Involvement in key IT projects such as upgrades, migrations, and security improvements, • Ongoing training and support for professional certifications, • A collaborative and supportive team where your contribution is recognised Essential skills & experience • At least 2 years’ experience in a Service Desk or IT support role within a Microsoft/Windows environment, • Strong troubleshooting skills with a structured, logical approach, • Excellent communication skills, with the ability to support users at all levels, • Ability to prioritise and manage a varied workload in a busy environment, • A proactive, customer-focused mindset with strong ownership of issues, • Good organisational skills and attention to detail, • GCSEs (or equivalent) in Maths and English (grade 4/C or above), • Willingness and ability to travel between sites when required Desirable skills & experience • Experience with Microsoft 365 administration, endpoint management, and software deployment tools, • Understanding of networking and security concepts (e.g. subnets, VLANs, firewalls), • Basic scripting knowledge (e.g. PowerShell), • Familiarity with IT governance frameworks such as ISO 27001 or Cyber Essentials, • Relevant IT certifications (CompTIA, Microsoft, Cisco), or a commitment to ongoing development, • A curious, analytical mindset with strong attention to detail, • A collaborative team player with a calm and professional approach