Ambitious Service Desk Analyst – Launch Your IT Career

Arcona Group Ltd; Harlow; On-site; GBP 26,000 - 38,000; Full time

Job summary

Arcona Group Ltd. is seeking a proactive Service Desk Analyst to join our IT team. You will provide first-to-second line support for Windows, Office 365, printers and accounts, logging incidents, and working within our ITSM system to resolve issues.

With around 2 years in IT support or service desk, you will collaborate with experienced colleagues, follow security policies, and contribute to knowledge base improvements while developing through our apprenticeship programme.

Qualifications

• 2 years of IT support, helpdesk or service desk experience.
• Experience with Office 365.
• Basic Windows troubleshooting.
• Familiar with ticketing/incident management.
• Strong communication and customer service.
• Ability to manage multiple tasks.
• Positive, professional, collaborative approach.

Responsibilities

• Act as the first point of contact for IT support requests via phone, email, and service desk systems.
• Log, categorise, prioritise, and manage incidents and service requests in line with agreed service levels.
• Diagnose and resolve issues related to Windows devices, Microsoft 365, printers, and accounts.
• Assist with user account administration, password resets, and access management.
• Support new starter, leaver, and device deployment processes.
• Escalate complex issues to 2nd/3rd line support as needed.
• Maintain records in the IT Service Management system.
• Assist with hardware builds, software installs, and routine maintenance.
• Contribute to knowledge base improvements and security best practices.

Skills

IT support

Customer service

Communication

Task prioritisation

Problem solving

Tools

Active Directory

Microsoft Intune

DNS/DHCP

Job description

Arcona Group Ltd. is seeking a proactive Service Desk Analyst to join our IT team. You will provide first-to-second line support for Windows, Office 365, printers and accounts, logging incidents, and working within our ITSM system to resolve issues.

With around 2 years in IT support or service desk, you will collaborate with experienced colleagues, follow security policies, and contribute to knowledge base improvements while developing through our apprenticeship programme.