Job Title: Service Desk Analyst (MSP)
Salary: Up to £32,000 (depending on experience)
Location: Bristol (Hybrid)
Employment Type: Full-time, permanent
About the Role
We're looking for a Service Desk Analyst to join a fast-paced Managed Service Provider (MSP) environment, supporting a diverse range of customers across multiple technologies. This is a great opportunity for someone who enjoys problem-solving, delivering excellent customer service, and developing their technical skills in a structured MSP setting.
Key Responsibilities
* Provide 1st and 2nd line support to end users via phone, email, and ticketing system
* Troubleshoot issues relating to Windows, Microsoft 365, and basic networking
* Manage incidents and service requests in line with SLAs
* Escalate complex issues to senior engineers where required
* Set up and maintain user accounts, hardware, and software
* Document fixes and contribute to the internal knowledge base
* Deliver a professional, customer-focused support experience
Technical Skills & Experience
1. Previous experience in a Service Desk / Helpdesk role, ideally within an MSP
2. Strong knowledge of Windows 10/11 and Microsoft 365
3. Basic understanding of Active Directory (user management, group policies)
4. Familiarity with ticketing systems and ITIL-based proces...