Senior Service Desk Analyst

Goaco Ltd; Manchester; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Company pension

Ongoing Microsoft training and certific

Job summary

Goaco Ltd is seeking a Senior Service Desk Analyst to deliver 2nd and 3rd line support for internal users and managed customers. You will escalate complex issues, mentor junior engineers and help improve service quality.

The role covers onboarding, infrastructure and cloud solutions, with a focus on Microsoft 365, Intune and endpoint management. Hybrid on-site presence is required across the UK.

Qualifications

• Minimum 3 years’ experience in IT Support, Service Desk or MSP environment.
• Strong experience supporting Microsoft 365 environments.
• Windows 10/11 and Windows Server administration.
• Active Directory and Group Policy.
• Networking fundamentals (DNS, DHCP, TCP/IP, VPNs, Firewalls).

Responsibilities

• Provide 2nd and 3rd line technical support to internal users and managed customers.
• Troubleshoot desktop, server, networking and Microsoft 365 issues.
• Support Microsoft Intune, Entra ID and endpoint management.
• Build, configure and deploy laptops, desktops and mobile devices.
• Assist with the technical onboarding of new customers.
• Configure and support networking equipment, including firewalls, switches, wireless networks and VPNs.
• Support infrastructure projects, cloud migrations and system upgrades.
• Maintain secure endpoint configurations and assist with implementing Zero Trust security principles.
• Produce monthly technical and service reports.
• Create and maintain technical documentation and knowledge base articles.
• Act as an escalation point for the wider Service Desk team.
• Support continuous improvement initiatives across the Service Desk.

Skills

2nd line support

3rd line support

Microsoft 365

Intune

Entra ID

Windows Server

Active Directory

Group Policy

Networking

Troubleshooting

Communication

Customer service

Tools

Datto RMM

HaloPSA

PowerShell

Job description

Do you strive to make a difference? Goaco is looking to build a team to continue solving problems using software and technology for our clients. We are developers at heart – and by the mind too. We thrive on challenges and live for logical thinking. Formed over a decade ago, we have built on our successes, all of whom have benefitted from their level-headed software solutions. The team is all like-minded individuals, with a drive to succeed in their own fields.

ABOUS US

Goaco is a growing Managed Service Provider (MSP) delivering IT Support, Cyber Security and Microsoft Cloud solutions to businesses across the UK. We pride ourselves on providing exceptional customer service, innovative technology solutions and a security-first approach.

We’re looking for an experienced Senior Service Desk Analyst to join our growing technical team. This is a hands‑on role supporting both internal systems and our managed customers, while helping to drive technical excellence across the Service Desk.

THE ROLE

As a Senior Service Desk Analyst, you’ll provide 2nd and 3rd line technical support, assist with customer onboarding, and support the delivery of infrastructure and cloud solutions.

You’ll be a key escalation point for the Service Desk, helping to resolve complex technical issues while mentoring junior engineers and contributing to the continuous improvement of our services.

KEY RESPONSIBILITIES

• Provide 2nd and 3rd line technical support to internal users and managed customers.
• Troubleshoot desktop, server, networking and Microsoft 365 issues.
• Support Microsoft Intune, Entra ID and endpoint management.
• Build, configure and deploy laptops, desktops and mobile devices.
• Assist with the technical onboarding of new customers.
• Configure and support networking equipment, including firewalls, switches, wireless networks and VPNs.
• Support infrastructure projects, cloud migrations and system upgrades.
• Maintain secure endpoint configurations and assist with implementing Zero Trust security principles.
• Produce monthly technical and service reports.
• Create and maintain technical documentation and knowledge base articles.
• Act as an escalation point for the wider Service Desk team.
• Support continuous improvement initiatives across the Service Desk.

ESSENTIAL SKILLS & EXPERIENCE

• Must have a valid UK driver’s licence and vehicle.
• Minimum 3 years’ experience in an IT Support, Service Desk or MSP environment.
• Strong experience supporting Microsoft 365 environments.
• Microsoft Intune and Entra ID.
• Windows 10/11 and Windows Server administration.
• Active Directory and Group Policy.
• Networking fundamentals (DNS, DHCP, TCP/IP, VPNs, Firewalls and Switching).
• Excellent troubleshooting and diagnostic skills.
• Strong communication and customer service skills.
• Ability to prioritise workloads and manage multiple tasks effectively.

DESIRABLE SKILLS

• Experience working within a Managed Service Provider (MSP).
• Microsoft certifications (MD-102, MS-102, AZ-104 or equivalent).
• Knowledge of Microsoft Defender and endpoint security.
• Experience with Datto RMM, HaloPSA or similar service management platforms.
• PowerShell scripting.
• Understanding of Cyber Essentials and Zero Trust security principles.

BENEFITS

• Company pension scheme.
• Ongoing Microsoft training and certification support.
• Career progression opportunities.
• Exposure to modern Microsoft Cloud and Cyber Security technologies.
• A collaborative and supportive team environment.

WORKING PATTERN

• Monday to Friday
• Hybrid-based – 2 days per week on-site.
• Occasional travel to customer sites may be required.

*Offered only to employees based in the UK.*Unfortunately, we aren’t able to offer sponsorship for this role.