Helpdesk Analyst (1st & 2nd line)

Ashdown Group; City Of London; On-site; GBP 28,000 - 33,000; Full time

Job summary

A leading managed service provider in Central London is seeking a talented IT Service Desk / Helpdesk Analyst. The successful candidate will handle 1st and 2nd line support, onboarding/offboarding, and participate in project tasks. Ideal candidates will have service desk experience in an MSP environment and relevant certifications are preferred. The role offers a competitive salary of up to £33,000 plus 25 days holiday, pension, and bonus.

Benefits

25 days holiday

Pension

Bonus

Qualifications

• Proven helpdesk / service desk experience in an MSP environment.
• Experience logging tickets with a high resolution rate.
• Exposure to project work including office relocations and data migrations.

Responsibilities

• Log and resolve 1st & 2nd line technical tickets.
• Handle onboarding/offboarding and manage networking tasks.
• Liaise with third parties and support project work.

Skills

Helpdesk / Service Desk Experience

Technical Troubleshooting

ITIL

Networking

Client Support

Education

IT Graduate or Industry Certification

Tools

ConnectWise

Active Directory / Azure AD

Microsoft 365

Intune

Job description

Overview

An established MSP with an impressive client portfolio is looking for a talented IT Service Desk / Helpdesk Analyst to join their team based in Central London due to growth.

The successful candidate will be tasked with logging and resolving a wide variety of 1st & 2nd line technical tickets for an established client base. Duties will include resolving basic queries such as onboarding / offboarding and permissions up to deployments, networking, security, liaising with 3rd parties as well as some project work with senior Engineers.

Responsibilities

• Log and resolve 1st & 2nd line technical tickets for multiple clients (MSP environment).
• Handle onboarding/offboarding, permissions, deployments, networking, and security tasks.
• Liaise with third parties and participate in project work with senior engineers (e.g., office relocations, data migrations).
• Support office relocations, data migrations, and arrange couriers for client equipment as needed.
• Maintain broad technical knowledge across ConnectWise, RMM (Asio / Addigy), Mac & Windows OS, Active Directory / Azure Active Directory, virtualization, hardware build/deploy, printers & peripherals, cloud services (Microsoft 365, Google Workspace, Dropbox), MDM (Intune, Addigy, Jamf, Apple Business Manager), encryption, 2 factor authentication solutions (Duo, Google, Microsoft 365), antivirus, email filtering (Proofpoint, Mimecast, Mesh), and networking (IPv4 & DNS).

Qualifications

• Proven helpdesk / service desk experience, ideally in an MSP supporting multiple clients.
• Experience logging tickets with high-resolution rate.
• Some exposure to project work including office relocations, data migrations, booking couriers for client equipment.
• IT graduate or relevant industry certification (ITIL, MTA, MCSA, MCSE, CCNA or similar) preferred but not essential.

Benefits

This IT Service Desk / Helpdesk Analyst role is paying up to £33,000 depending on experience plus benefits including 25 days holiday, pension and bonus.