Senior Service Desk Analyst — MSP 2nd/3rd Line, Cloud & Security

Goaco Ltd; Manchester; Hybrid; 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

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.