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