Service Desk Analyst

Due 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 understand 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