Helpdesk Analyst (1st & 2nd line)

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

Job summary

An established managed service provider is seeking an IT Service Desk / Helpdesk Analyst in Central London due to growth. This role involves resolving various technical tickets, offering a competitive salary and a supportive environment for career advancement.

Benefits

25 days holiday

Pension

Bonus

Qualifications

• Proven experience in helpdesk/service desk, ideally in an MSP.
• Broad technical knowledge required, including OS, networking, and cloud services.
• Exposure to project work such as office relocations and data migrations.

Responsibilities

• Logging and resolving 1st & 2nd line technical tickets.
• Basic queries such as onboarding, offboarding, and permissions.
• Liaising with third parties and carrying out some project work.

Skills

Helpdesk experience

Service desk experience

Technical troubleshooting

Networking

Project work

Education

IT graduate

ITIL certification

MTA certification

MCSA certification

MCSE certification

CCNA certification

Tools

ConnectWise

RMM systems (Asio/Addigy)

Active Directory

Azure Active Directory

Microsoft 365

Google Workspace

Job description

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, deployments, networking, security, liaising with third parties, as well as some project work with senior Engineers.

We are looking for a candidate with proven helpdesk / service desk experience, ideally in an MSP, with a high ticket resolution rate. Some exposure to project work including office relocations, data migrations, and booking couriers for client equipment is desirable. Broad technical knowledge should include solutions such as ConnectWise, RMM systems (Asio / Addigy), Mac & Windows OS, Active Directory / Azure Active Directory, Virtual machines (Oracle & Hyper-V), hardware build/deployment, printers/peripherals, cloud services (Microsoft 365, Google Workspace, Dropbox), Microsoft MDM Software (Intune, Addigy, Jamf, Apple Business Manager), Encryption (Bitlocker & FileVault), 2-factor authentication solutions (Duo, Google, Microsoft 365), Anti-virus deployments (Webroot & SentinelOne), email filtering (Proofpoint, Mimecast, Mesh), and general networking (IPv4 & DNS).

The ideal candidate will be an IT graduate or hold relevant industry certifications (ITIL, MTA, MCSA, MCSE, CCNA or similar), though these are not essential.

This is an excellent opportunity to join a growing technology business that offers support for a successful IT career. The role offers a salary of up to £33,000 depending on experience, plus benefits including 25 days holiday, pension, and bonus.