Service Desk Analyst
2 days ago
Colchester
Company Information A well-established and growing organisation is seeking a Service Desk Analyst to join its internal IT team based in Colchester. This is a key opportunity for a Service Desk Analyst to play a vital role in maintaining reliable and secure IT services across the business. The successful Service Desk Analyst will join a close-knit IT team, working alongside senior technical professionals and gaining exposure to a wide range of technologies, infrastructure, and project-based work. This position may be subject to security clearance, including DBS and other relevant vetting processes. Service Desk Analyst - Roles and Responsibilities • Act as the first point of contact for IT incidents and service requests, managing tickets end-to-end within an ITSM system, • Take full ownership of support queries from initial contact through to resolution as a Service Desk Analyst, • Provide hands-on support across Windows environments, Microsoft 365, and mobile platforms including Android and iOS, • Troubleshoot issues within a Microsoft 365 hybrid environment, including Exchange Online, Teams, SharePoint, Intune, and identity/access management, • Manage joiners, leavers, and internal role changes, ensuring secure and efficient access provisioning, • Install, configure, and maintain IT hardware and software in line with internal standards, • Monitor systems and respond to security alerts, supporting MFA, endpoint compliance, and access controls, • Work closely with senior IT staff, gaining exposure to networking, infrastructure, and wider technical decision-making, • Contribute to IT projects such as system upgrades, migrations, hardware refresh programmes, and security improvements, • Support internal processes aligned with ISO 27001, collaborating with departments such as HR, Finance, and Compliance, • Minimum of 2 years' experience working as a Service Desk Analyst or in a similar IT support role within a Microsoft environment, • Strong troubleshooting ability with a logical and structured approach to problem solving, • Confident communicator, comfortable supporting users at all levels of the business, • Proven ability to prioritise workload and manage multiple issues effectively in a fast-paced environment, • Proactive and customer-focused mindset, with a strong sense of ownership and accountability, • Solid organisational skills and attention to detail, • GCSEs (or equivalent) in Maths and English at grade 4/C or above, • Experience with Microsoft 365 administration, endpoint management, and device management tools (RMM/MDM), • Understanding of networking and security fundamentals (e.g. subnets, VLANs, firewalls), • Exposure to scripting or automation tools such as PowerShell, • Familiarity with IT governance frameworks such as ISO 27001 and Cyber Essentials, • Relevant IT certifications (CompTIA, Microsoft, Cisco) or a commitment to further learning, • Analytical mindset with strong attention to detail Salary: £25,000 - £30,000 • Hybrid and flexible working, • Holiday entitlement of 25 days plus bank holidays with long service recognition and festive shutdown., • CPD opportunities, • Regular salary reviews, • Competitive Company Pension Scheme., • Health cash plan scheme., • Professional membership support, • Family policies, • Great office team building events and fully expensed seasonal social events., • On-site parking facilities, • Season Ticket Loan (if applicable), • Death in service benefit., • Early Finish incentives when the Practice targets are hit. REF: 21805MC