Service Desk Analyst
CV-LibraryColchester, EssexpermanentPosted: 14 April 2026
Apply NowDue 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 understanding of 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
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 understanding of 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