Service Desk Analyst

Due to their continued success and growth, our client is currently seeking to recruit an experienced Service Desk Analyst to join their IT department. This is a fantastic opportunity for a technically minded individual to work for an award-winning business, who truly value their employees. The successful candidate will play a pivotal role within the department, responsible for supporting the effective delivery of secure, reliable IT services across the business Key Duties & Responsibilities: * End-to-end ownership of Service Desk tickets, from first contact to resolution * Provide hands-on support within a Microsoft 365 hybrid environment * Act as the first point of contact for IT incidents and service requests via the ITSM system * Support Windows, Android, iOS devices, Microsoft 365, business applications, and core systems * Troubleshoot across Microsoft 365 services including Entra ID, Exchange Online, Teams, SharePoint, Intune, and endpoint protection * Manage user onboarding, offboarding, and access changes, ensuring secure and timely provisioning * Install, configure, and maintain hardware and software in line with internal standards * Monitor systems, respond to security alerts, and support MFA, device compliance, and access controls * Work closely with the other team members, gaining exposure to infrastructure and networking decisions * Contribute to IT projects including upgrades, migrations, security improvements, and hardware refresh programmes * Support ISO 27001-aligned processes and collaborate with other teams as appropriate * Participate in problem management and continuous improvement initiatives * Ongoing training and development, including support for IT certifications * Work as part of a collaborative IT team where your input is valued and visible Skills & Experience Required: * At least 2 years’ experience in a Service Desk or IT support role within a Windows/Microsoft-based environment, including an understanding of Microsoft 365 administration, endpoint management systems and software packaging (RMM, MDMs) * Strong diagnostic and troubleshooting ability, using a structured approach to problem resolution * Clear and confident communicator, comfortable supporting users across all levels of the business * Proven ability to prioritise effectively and manage multiple competing tasks in a fast-paced setting * Customer-focused mindset with strong ownership and accountability for issues raised * Highly organised with excellent attention to detail * Minimum GCSE (or equivalent) qualifications in Maths and English at grade 4/C or above * Flexibility to travel between practice locations when required, including at short notice Core Benefits (subject to eligibility): * 25 days holiday entitlement plus bank holiday with long service recognition and festive shut down * Flexible and remote working * Opportunities for personal and professional growth * Health cash plan scheme * Health & Mental Wellness Programs * Cycle to work scheme * Great office team building events * On-site parking