Service Desk Analyst

Role: Service Desk Analyst Location: Hertford, Hertfordshire Model: Hybrid-working Salary: Up to £32,000

Overview

We are seeking an experienced Service Desk Analyst with strong 2nd line support capability to join a Managed Service Provider (MSP) environment. The role involves supporting multiple client organisations across Windows and Microsoft-based platforms, acting as a key escalation point for technical incidents, and taking ownership of issues through to resolution.

You will work in a fast-paced, client-facing environment, delivering high-quality technical support, adhering to SLAs, and contributing to continual service improvement across a diverse customer base.

Key Responsibilities

• Provide technical support to end users across Windows 10/11 and Microsoft-based systems
• Act as a key escalation point for complex incidents from 1st line, taking ownership through to resolution
• Troubleshoot and resolve issues relating to Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Administer and support Active Directory, including user accounts, group membership, permissions, and GPOs
• Support Azure AD / Entra ID user and device management
• Build, configure, deploy, and support end-user devices (laptops, desktops, mobile devices)
• Investigate and resolve hardware, software, and peripheral issues
• Manage and fulfil service requests in line with SLAs and ITIL best practices
• Escalate unresolved issues to 3rd line teams and vendors where necessary, providing detailed diagnostics
• Assist with Intune / Endpoint Manager device management and policy deployment
• Support basic networking and connectivity issues (DNS, DHCP, VPN, Wi-Fi)
• Deliver a high standard of customer service and technical communication

Essential Skills & Experience

• Proven experience in a Service Desk or Desktop Support role (MSP Preferred)
• Strong technical knowledge of Windows OS and Microsoft 365
• Solid experience with Active Directory administration
• Experience supporting users in a Microsoft-centric environment
• Confident troubleshooting and ownership of issues end-to-end
• Experience using ITSM/ticketing systems
• Azure AD / Entra ID and Intune experience
• ITIL Foundation certification
• Exposure to Microsoft cloud and modern workplace technologies

Benefits

• Competitive salary
• Company pension scheme
• 25 days annual leave plus bank holidays
• Training and certification support
• Clear career progression opportunities
• Supportive team environment
• Employee assistance programme
• Regular team and company events

Recruitment Disclaimer Nextech Group Limited is acting as an employment agency and employment business in relation to this vacancy.