HybrIT Introduction
HybrIT Services is a fast-growing Systems Integrator and Managed Service Provider. At HybrIT we deliver a customer first approach to services, ensuring quality while maintaining great relationships with our customers.
Our customers range from large corporate, medium business to SME and are from a wide range of verticals from financial services, public sector and legal to national retail. HybrIT has a number of routes to market with extensive partnerships within the IT channel and a growing direct business. This gives our staff a broad range of exposure and experience across multiple business sectors and different scales of technical solutions. The right candidate can expect a competitive package while being able to work in an environment, which allows the team to develop both personally and professionally, in an exciting growing business.
Location
This is a hybrid role based out of our Head Office at the Royal Ordnance Depot, Weedon Bec, Northampton, NN7 4PS, with the flexibility to work from home. Must be within commutable distance to this office.
Occasional travel to customer sites may be required.
Hours
Standard working hours of 37.5 hours per week
Support cover currently works on a shift-based system providing cover between 7am and 8pm. With a late shift cover required approximately every 6 weeks.
Role Summary
The Service Desk Analyst role provides a front-line service to customers to deliver IT support within the managed services team. The service desk analyst role is very customer service focused, requiring the ability to empathise with customers and support colleagues. As a Service Desk Analyst, you will provide a high level of technical support across the business and customer base working as part of a skilled team within a structured service desk.
* Day to day frontline IT support up to 2nd line for end users providing first contact fix where possible
* Systems administration of cloud technologies such as M365, operating systems and server-based applications
* Administration of Active Directory
* Basic network troubleshooting skills
* Logging and triaging incidents and service requests from customers received via telephone, email and customer portal (current ticketing tool is Halo)
* Monitoring of systems – Alert Acknowledgement, diagnose and resolution
* Provide excellent client communication & customer service standards
* Maintain high levels of service in line with SLAs and KPIs
* Work within ITIL framework for incident, service request, problem and change management
* Managing escalations through to timely completion.
Experience
The ideal candidate will have experience working for an IT Managed Service Provider or in busy service desk environment for as part of their most recent role.
Core Knowledge
A Service Desk Analyst must be able to deliver the following technologies.
* Microsoft 365 Administration - Practical experience managing M365 tenants across the M365 suite, including but not limited to user and licence administration across Exchange Online, SharePoint, Entra, OneDrive, and Microsoft Teams.
* Hardware Support - Competence in diagnosing and supporting desktop and laptop hardware across various manufacturers.
* Networking Fundamentals - Familiar with core networking concepts such as TCP/IP, DNS, DHCP, VPN, LAN, and wireless connectivity.
* Incident Management – Understanding of ITIL-based service operations, including incident logging, triage, escalation, and resolution using ticketing systems.
Desirable Knowledge
* Microsoft Azure - Broader familiarity with Azure services beyond the basics, such as Azure AD (Entra), or Azure workload configuration such as Azure hosted Servers.
* Windows Server & PowerShell - Exposure to Windows Server environments and use of PowerShell for administrative or automation tasks.
* VOIP/SIP Experience – Understanding of voice systems such as Microsoft Teams Voice and SIP-based platforms. Our SIP trunks are currently delivered via Gamma, GTT, and Epsilon.
* Endpoint Management – Basic knowledge of Microsoft Intune for device compliance, policy deployment, and remote support.
* Security Awareness – Understanding of fundamental security principles, such as MFA, conditional access, secure password practices, and basic threat detection or response processes.
Personal Attributes
* Attitude and aptitude to develop current skills into expert support knowledge for new and emerging technologies
* Self-motivated professional with ability to work both alone and as part of a team
* Excellent customer service skills
* Keen focus on attention to detail with excellent communication skills (both written and verbal)
* Excellent problem-solving and analytical skills
* Ability to work under pressure and to strict deadlines
* A desire to develop current skills into expert knowledge for emerging technologies
* Positive working attitude and an excellent work ethic
* An excellent personal time-manager with good prioritisation abilities
* Be able to continuously meet targets and surpass expectations (both internal & external)
Technical Certifications
The following certifications would be desirable and candidate should be prepared to be on a personal development journey which will include the attainment of these certifications..
* MD-102 – Microsoft Endpoint Administrator
* MS-102 – Microsoft 365 Administrator
* AZ-104-Microsoft Azure Administration
Career Path
HybrIT operates at the forefront of technology, delivering projects that leverage the latest Microsoft solutions. This role provides an excellent opportunity for candidates to grow their technical skills, gain industry-recognised accreditations, and build hands-on experience supporting modern IT environments.
Longer term, the right candidate will have the opportunity to progress within the Infrastructure Team and develop a specialism in one or more key areas, such as Azure, Modern Workplace, Networking, Platform, Security, or Unified Communications. Candidates who show strong capability, a proactive approach, and a clear commitment to their development will be well-placed to transition into consultancy-based roles, offering greater exposure to project work, customer engagement, and technical leadership opportunities.
Package
* Competitive base salary £24,000 - £27,500 (Depending on Experience)
* Performance related annual bonus
* Workplace pension
* Private health care
* Death in service cover
* Great office environment with staff room
* Excellent onsite parking facilities
* Day to day perks such as snacks and employee lunches
* Excellent social environment with events such as games nights and various competitive competitions for those who want to take part