Service Desk Analyst

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