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
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