Service Desk Analyst

Role: Service Desk Analyst Location: Colchester, Essex Salary: Up to £32,000 Type: Full-time, Permanent

We're working with a growing, Colchester-based Managed Service Provider (MSP) that specialises in delivering IT support to clients across the hospitality and events sector. Due to continued growth, they're looking to bring on a Service Desk Analyst to join their friendly and fast-paced support team.

The Role:

As a Service Desk Analyst, you'll be responsible for providing both remote and on-site support to a range of clients. You'll handle a mix of 1st and 2nd line issues, ensuring a high level of service and quick resolution times.

Key Responsibilities:

• Provide 1st and 2nd line technical support via phone, email, and remote tools
• Troubleshoot and resolve issues across desktops, laptops, and user environments
• Escalate more complex issues where required
• Occasionally visit client sites to provide hands-on support
• Maintain accurate ticketing and documentation
• Deliver excellent customer service at all times

Requirements:

• Experience in a 1st/2nd line support role (ideally within an MSP environment)
• Strong troubleshooting skills across Windows environments, O365, and general IT infrastructure
• Excellent communication and customer service skills
• Full UK driving licence (essential for occasional client visits)
• A proactive and team-oriented mindset

What's on Offer:

• Salary up to £32,000
• Opportunity to work with a growing MSP in a niche and exciting sector
• Exposure to a wide range of technologies and environments
• Supportive team with opportunities for progression