Service Desk Analyst
22 hours ago
Colchester
Due to their continued success and growth, our client is currently seeking to recruit an experienced Service Desk Analyst to join their IT department. This is a fantastic opportunity for a technically minded individual to work for an award-winning business, who truly value their employees. The successful candidate will play a pivotal role within the department, responsible for supporting the effective delivery of secure, reliable IT services across the business Key Duties & Responsibilities: • End-to-end ownership of Service Desk tickets, from first contact to resolution, • Provide hands-on support within a Microsoft 365 hybrid environment, • Act as the first point of contact for IT incidents and service requests via the ITSM system, • Support Windows, Android, iOS devices, Microsoft 365, business applications, and core systems, • Troubleshoot across Microsoft 365 services including Entra ID, Exchange Online, Teams, SharePoint, Intune, and endpoint protection, • Manage user onboarding, offboarding, and access changes, ensuring secure and timely provisioning, • Install, configure, and maintain hardware and software in line with internal standards, • Monitor systems, respond to security alerts, and support MFA, device compliance, and access controls, • Work closely with the other team members, gaining exposure to infrastructure and networking decisions, • Contribute to IT projects including upgrades, migrations, security improvements, and hardware refresh programmes, • Support ISO 27001-aligned processes and collaborate with other teams as appropriate, • Participate in problem management and continuous improvement initiatives, • Ongoing training and development, including support for IT certifications, • Work as part of a collaborative IT team where your input is valued and visible Skills & Experience Required: • At least 2 years’ experience in a Service Desk or IT support role within a Windows/Microsoft-based environment, including an understand Microsoft 365 administration, endpoint management systems and software packaging (RMM, MDMs), • Strong diagnostic and troubleshooting ability, using a structured approach to problem resolution, • Clear and confident communicator, comfortable supporting users across all levels of the business, • Proven ability to prioritise effectively and manage multiple competing tasks in a fast-paced setting, • Customer-focused mindset with strong ownership and accountability for issues raised, • Highly organised with excellent attention to detail, • Minimum GCSE (or equivalent) qualifications in Maths and English at grade 4/C or above, • Flexibility to travel between practice locations when required, including at short notice Core Benefits (subject to eligibility): • 25 days holiday entitlement plus bank holiday with long service recognition and festive shut down, • Flexible and remote working, • Opportunities for personal and professional growth, • Health cash plan scheme, • Health & Mental Wellness Programs, • Cycle to work scheme, • Great office team building events, • On-site parking