We're looking for an experienced Service Desk Analyst to join our clients IT team in Colchester. This is a key position within the business, helping deliver reliable and secure IT services across the organisation.

You'll take full ownership of support requests from initial contact through to resolution, working within a collaborative IT team across a modern Microsoft 365 hybrid environment. This role is ideal for someone who enjoys hands-on support, structured troubleshooting, and gaining exposure to wider infrastructure and project work.

What you'll be doing

* Acting as the first point of contact for IT incidents and service requests, managing them through to resolution

* Taking full ownership of support tickets end-to-end within the ITSM system

* Providing support across Windows, Android, and iOS devices, Microsoft 365 services, and core business applications

* Troubleshooting within a Microsoft 365 hybrid environment (including Exchange Online, Teams, SharePoint, Intune, and endpoint security)

* Managing joiners, leavers, and role changes, ensuring secure and timely access provisioning

* Installing, configuring, and maintaining IT hardware and software in line with company standards

* Monitoring systems and responding to security alerts, including MFA, compliance, and access controls

* Supporting ISO 27001-aligned processes and working with teams such as HR, Finance, and Compliance

* Contributing to IT improvements, problem management, and project delivery

What you'll gain

* A varied, hands-on role with full ownership and accountability

* Exposure to a modern Microsoft 365 environment, including identity, security, and endpoint management

* Opportunities to work alongside the Network Engineer and IT Manager, gaining infrastructure and networking experience

* Involvement in key IT projects such as upgrades, migrations, and security improvements

* Ongoing training and support for professional certifications

* A collaborative and supportive team where your contribution is recognised

Essential skills & experience

* At least 2 years' experience in a Service Desk or IT support role within a Microsoft/Windows environment

* Strong troubleshooting skills with a structured, logical approach

* Excellent communication skills, with the ability to support users at all levels

* Ability to prioritise and manage a varied workload in a busy environment

* A proactive, customer-focused mindset with strong ownership of issues

* Good organisational skills and attention to detail

* GCSEs (or equivalent) in Maths and English (grade 4/C or above)

* Willingness and ability to travel between sites when required

Desirable skills & experience

* Experience with Microsoft 365 administration, endpoint management, and software deployment tools

* Understanding of networking and security concepts (e.g. subnets, VLANs, firewalls)

* Basic scripting knowledge (e.g. PowerShell)

* Familiarity with IT governance frameworks such as ISO 27001 or Cyber Essentials

* Relevant IT certifications (CompTIA, Microsoft, Cisco), or a commitment to ongoing development

* A curious, analytical mindset with strong attention to detail

* A collaborative team player with a calm and professional approach