Role: Service Desk Analyst
Location: Hertford, Hertfordshire
Model: Hybrid-working
Salary: Up to £32,000
Overview
We are seeking an experienced Service Desk Analyst with strong 2nd line support capability to join a Managed Service Provider (MSP) environment. The role involves supporting multiple client organisations across Windows and Microsoft-based platforms, acting as a key escalation point for technical incidents, and taking ownership of issues through to resolution.
You will work in a fast-paced, client-facing environment, delivering high-quality technical support, adhering to SLAs, and contributing to continual service improvement across a diverse customer base.
Key Responsibilities
1. Provide technical support to end users across Windows 10/11 and Microsoft-based systems
2. Act as a key escalation point for complex incidents from 1st line, taking ownership through to resolution
3. Troubleshoot and resolve issues relating to Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
4. Administer and support Active Directory, including user accounts, group membership, permissions, and GPOs
5. Support Azure AD / Entra ID user and device management
6. Build, configure, deploy, and support end-user devices (laptops, desktops, mobile devices)
7. Investigate and resolve hard...