Service Desk Analyst – Permanent – London Bridge / Hybrid – £35,000 Per Annum Bonus Optional on-call rota We are looking for a Service Desk Analyst to work for our client who is an innovative IT consultancy delivering IT services and solutions with a fresh, customer-focused approach. This is an exciting opportunity to join a dynamic team supporting end users and infrastructure for global corporate clients. The Role: You’ll play a crucial hands-on role, investigating and resolving incidents, processing service requests, and providing both remote and onsite support. You’ll work in a fast-paced environment where excellent communication skills and a strong customer-service ethos are key. Responsibilities include: * Troubleshoot and resolve technical incidents and service requests * Provide professional support via phone, email, and onsite visits * Follow escalation procedures to ensure timely resolution of complex issues * Monitor systems and networks, process alerts, and manage incidents proactively * Maintain accurate records through service desk call logging and reporting * Adhere to Information Security and Compliance policies Requirements: * Proven background in IT support within a busy service desk environment * Strong knowledge of: * Microsoft 365 and Azure administration * Active Directory and Group Policy management * Server and endpoint monitoring tools * Modern Desktop or Remote Desktop environments * Email security and end user client support (Outlook, OWA, mobile devices) * MDM solutions, backup and malware troubleshooting * Excellent written and verbal communication skills * Desire to continuously learn and develop new technical skills Desirable: * Microsoft Modern Desktop certifications * Experience with ITIL Framework * Experience working in a Managed Services environment * Knowledge of ServiceNow, SolarWinds, Splunk, or similar tools * Familiarity with IAM, Single Sign-On, ADFS, MFA * Understanding of storage and backup solutions Location: Primarily based at the London Bridge office, with flexible hybrid working and occasional travel to client sites in Central London. Package: Competitive salary dependent on experience, plus a range of benefits and ongoing training opportunities