Service Desk Analyst

The Role

A well-established American Managed Service Provider is looking for a Service Desk Analyst to join their internal IT team, supporting operations across the UK and Ireland.

The end customer is a US-headquartered organisation expanding into the UK, Ireland and wider Europe, and this role provides frontline support to the team through that growth.

This is a great opportunity for someone early in their IT career to build broad experience across networking, systems and end-user support in a varied, hands-on environment.

Key Responsibilities

• First point of contact for IT support requests, logging and triaging tickets
• Troubleshooting and resolving common hardware, software and connectivity issues
• Supporting end users across Windows and Mac OS devices
• Basic administration support for Active Directory, M365 and Exchange Online (account setup, password resets, permissions)
• Supporting mobile devices and printers
• Escalating more complex networking or data centre issues to 2nd/3rd line as needed
• Managing and prioritising workload through the ticketing system
• General desktop/computer support as required, including occasional on-site cover at the St Albans office

What We're Looking For

• 0-3 years' experience in an IT support or service desk role
• Basic understanding of networking concepts (happy to learn more, exposure to Cisco a bonus not a requirement)
• Familiarity with Windows environments; exposure to Mac OS support is a plus
• Some exposure to Active Directory and M365 administration
• Comfortable working within a ticketing system
• A proactive, flexible attitude and willingness to learn across multiple technical areas
• Strong communication skills and a genuine interest in a career in IT infrastructure
• Willingness to travel to St Albans on an occasional basis

Why Apply

• Join a growing US-headquartered MSP as they expand their European footprint
• Standard UK working hours, no overnight/US shift coverage
• Great platform to build broad technical exposure and progress toward 2nd line/infrastructure roles
• Hybrid working with a central London base (Farringdon), plus exposure to a second site