Service Desk Analyst

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
• Assist with ongoing service improvement, problem management, and documentation

Service Desk Analyst - Skills and Experience

• 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
• Willingness and ability to travel between sites when required

Desirable Skills:

• 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
• Collaborative team player with a calm and professional approach

In Return?

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.
• Additional leave allocated for volunteering (up to 2 days).

If you are a Service Desk Analyst, considering your opportunities, please contact Megan Cole at Brandon James.

REF: 21805MC