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