Service Desk analyst

Job Title: Service Desk Analyst (MSP)Salary: Up to £32,000 (depending on experience)Location: Bristol (Hybrid)Employment Type: Full-time, permanent

About the Role

We're looking for a Service Desk Analyst to join a fast-paced Managed Service Provider (MSP) environment, supporting a diverse range of customers across multiple technologies. This is a great opportunity for someone who enjoys problem-solving, delivering excellent customer service, and developing their technical skills in a structured MSP setting.

Key Responsibilities

• Provide 1st and 2nd line support to end users via phone, email, and ticketing system
• Troubleshoot issues relating to Windows, Microsoft 365, and basic networking
• Manage incidents and service requests in line with SLAs
• Escalate complex issues to senior engineers where required
• Set up and maintain user accounts, hardware, and software
• Document fixes and contribute to the internal knowledge base
• Deliver a professional, customer-focused support experience

Technical Skills & Experience

• Previous experience in a Service Desk / Helpdesk role, ideally within an MSP
• Strong knowledge of Windows 10/11 and Microsoft 365
• Basic understanding of Active Directory (user management, group policies)
• Familiarity with ticketing systems and ITIL-based processes
• Exposure to networking concepts (DNS, DHCP, TCP/IP)
• Excellent troubleshooting and communication skills

Desirable Skills

• Experience supporting multiple customers or environments
• Exposure to Azure / Intune / Exchange Online
• Relevant certifications (Microsoft, CompTIA, ITIL)

What's On Offer

• Salary up to £32,000
• Hybrid working (Bristol office-based with flexibility)
• Clear progression path within a growing MSP
• Ongoing training and certification support
• Friendly, collaborative team environment
• Modern tools and technologies
• [Additional benefits - pension, holidays, etc.]

How to Apply

If you're a motivated Service Desk Analyst looking to grow your career in an MSP environment, we'd love to hear from you.

Apply now or contact us for more information