Service Desk Analyst

Role Overview

We are seeking a proactive 1st / 2nd Line Support Analyst to join our team of Field Engineers and Support Analysts, playing a vital role in maintaining the smooth operation of our IT systems.

Based at our Northampton head office, you will provide essential support to approximately 1,000 users across multiple UK sites. You will work with a variety of Microsoft-based technologies—particularly Microsoft 365—as well as several bespoke business applications.

Key Responsibilities

• Act as the first point of contact for IT-related phone calls and emails, delivering prompt and effective support to colleagues.

• Log, manage, and resolve IT incidents and service requests within agreed SLAs.

• Administer the Microsoft estate and other key business systems.

• Monitor and manage IT requests, support project coordination, handle IT procurement requirements, and maintain IT security processes.

• Manage the Moves, Additions, Deletions, and Changes (MADC) process, including onboarding new users within Microsoft 365.

• Monitor internal IT mailboxes and respond to colleague enquiries and automated alerts using the IT Service Management tool.

• Work collaboratively with third-party technology and support partners across applications, infrastructure, networking, and telephony.

• Maintain and update the IT SharePoint site, promote best practices, and contribute to the IT knowledge base.

• Provide general user assistance and troubleshooting via remote desktop tools.

About You

• Previous experience in a 1st / 2nd line support role, covering both service desk and deskside support.

• Strong background in administering and supporting Microsoft technologies, particularly Microsoft 365, as well as IP telephony and networking.

• Familiarity with FreshDesk or similar ITSM tools.

• Experience within the retail or automotive sector is advantageous.

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