Senior Service Desk Analyst – Hybrid MSP Role

Goaco; Dartford; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Company pension

Certification support

Career progression

Modern tech exposure

Collaborative team

Job summary

Goaco is seeking an experienced Senior Service Desk Analyst to join our growing technical team. This role provides 2nd and 3rd line support for internal systems and our managed customers, while mentoring junior engineers and driving service improvements.

You will escalate complex issues, support onboarding, and contribute to secure, modern Microsoft Cloud solutions within a hybrid working pattern (2 days on-site in the UK).

Qualifications

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

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 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.

Skills

Microsoft 365

Intune

Entra ID

Windows Server

Active Directory

Group Policy

Networking basics

Troubleshooting

Customer service

Prioritisation

Tools

Datto RMM

HaloPSA

PowerShell

Job description

Goaco is seeking an experienced Senior Service Desk Analyst to join our growing technical team. This role provides 2nd and 3rd line support for internal systems and our managed customers, while mentoring junior engineers and driving service improvements.

You will escalate complex issues, support onboarding, and contribute to secure, modern Microsoft Cloud solutions within a hybrid working pattern (2 days on-site in the UK).