Service Desk Analyst

Service Desk Analyst – Permanent – London Bridge / Hybrid – £35,000 Per Annum + Bonus + Optional on-call rota

We are looking for a Service Desk Analyst to work for our client who is an innovative IT consultancy delivering IT services and solutions with a fresh, customer-focused approach. This is an exciting opportunity to join a dynamic team supporting end users and infrastructure for global corporate clients.

The Role:
You’ll play a crucial hands-on role, investigating and resolving incidents, processing service requests, and providing both remote and onsite support. You’ll work in a fast-paced environment where excellent communication skills and a strong customer-service ethos are key.

Responsibilities include:

* Troubleshoot and resolve technical incidents and service requests

* Provide professional support via phone, email, and onsite visits

* Follow escalation procedures to ensure timely resolution of complex issues

* Monitor systems and networks, process alerts, and manage incidents proactively

* Maintain accurate records through service desk call logging and reporting

* Adhere to Information Security and Compliance policies

Requirements:

* Proven background in IT support within a busy service desk environment

* Strong knowledge of:

* Microsoft 365 and Azure administration

* Active Directory and Group Policy management

* Server and endpoint monitoring tools

* Modern Desktop or Remote Desktop environments

* Email security and end user client support (Outlook, OWA, mobile devices)

* MDM solutions, backup and malware troubleshooting

* Excellent written and verbal communication skills

* Desire to continuously learn and develop new technical skills

Desirable:

* Microsoft Modern Desktop certifications

* Experience with ITIL Framework

* Experience working in a Managed Services environment

* Knowledge of ServiceNow, SolarWinds, Splunk, or similar tools

* Familiarity with IAM, Single Sign-On, ADFS, MFA

* Understanding of storage and backup solutions

Location:

Primarily based at the London Bridge office, with flexible hybrid working and occasional travel to client sites in Central London.

Package:

Competitive salary dependent on experience, plus a range of benefits and ongoing training opportunities