Service Desk Analyst (IT Help Desk)

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 Install, configure, and maintain IT hardware and software in line with internal standards 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 Service 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 GCSEs (or equivalent) in Maths and English at grade 4/C or above Willingness and ability to travel between sites when required Experience with Microsoft 365 administration, endpoint management, and device management tools (RMM/MDM) Understanding of networking and security fundamentals (e.g. subnets, VLANs, firewalls) Familiarity with IT governance frameworks such as ISO 27001 and Cyber Essentials Relevant IT certifications (CompTIA, Microsoft, Cisco) or a commitment to further learning Hybrid and flexible working Holiday entitlement of 25 days plus bank holidays with long service recognition and festive shutdown. 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) 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….