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 documentationService 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 requiredDesirable 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 approachIn 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