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