IT Service Desk Analyst - Professional Services

WMDO - World Medical Device Organization; Colchester; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An innovative organization is seeking an IT Service Desk Analyst to shape the future of IT support. In this hybrid role, you'll tackle more than just basic issues, focusing on complex technical challenges while working with a diverse tech stack, including Microsoft 365 and Azure AD. You'll be part of a collaborative team that values growth and knowledge sharing, providing exceptional support to a global user base. With hands-on training and exposure to senior stakeholders, this role offers a unique opportunity to advance your IT career in a dynamic environment. If you're passionate about technology and eager to learn, this is the perfect opportunity for you.

Qualifications

• Strong troubleshooting experience with Office 365 and Active Directory.
• Previous experience in a professional services or fast-paced technical environment.

Responsibilities

• Deliver exceptional support across a modern IT environment.
• Resolve complex technical issues beyond traditional service desk tasks.

Skills

Troubleshooting experience

Office 365

Active Directory

Microsoft Teams

Exchange Online

ServiceNow

Excellent communication skills

Customer-first mindset

Tools

Microsoft 365

Azure AD

ITIL-aligned tools

Job description

IT Service Desk Analyst - Professional Services (1st/2nd Line Hybrid)

Shape the future of IT support in a role that goes beyond the basics.

Are you passionate about technology and ready to tackle more than just password resets? Join a high-performing IT Service Desk at the forefront of innovation, where your technical skills will be valued, stretched, and continuously developed.

Why This Role Stands Out

• Move beyond traditional 1st line support: Take on more technical challenges in a dynamic, fast-paced environment.
• Be part of a team that values progression, precision, and a proactive mindset.
• Work with enterprise-grade cloud technologies and tools aligned with ITIL best practices.
• Two weeks of paid, hands-on training ensure you're set up for success from day one.
  
  

About The Role

You'll be the first point of contact for a global user base, delivering exceptional support across a modern and sophisticated IT environment. But this isn't your average service desk job - chatbots and automation tools handle many of the low-level, repetitive tasks, so you can focus on resolving more complex, technical issues. Think of this as a '1.5 line' role that bridges the gap between first and second line, giving you exposure to deeper troubleshooting and greater responsibility.

You'll also work closely with senior stakeholders in a professional services environment, where clear communication, reliability, and attention to detail are essential.

What You'll Work With

• A diverse tech stack, including Microsoft 365, Azure AD, Exchange Online, Teams, plus cutting-edge sector specific technology
• ITIL-aligned tools and practices focused on quality service and continual improvement
• A collaborative team culture that supports knowledge sharing and growth
  
  

What You'll Bring

• Strong troubleshooting experience with Office 365, Active Directory, Teams, Exchange, and ideally ServiceNow
• Previous experience in a professional services or fast-paced technical environment
• Excellent communication skills and a customer-first mindset
• A desire to learn, adapt, and grow into more advanced IT roles
  
  

Working Arrangements

This is a hybrid role based in Colchester, combining office collaboration with flexible remote work. Applicants must be within a commutable distance.