Service Desk Analyst

Arcona Group Ltd; Essex; On-site; GBP 24,000 - 30,000; Full time

Job summary

Arcona Group Ltd is seeking a proactive Service Desk Analyst to join the IT team in the United Kingdom. The ideal candidate has around 2 years of IT support or service desk experience and aims to develop technical skills through an apprenticeship programme.

You will provide first-to-second-line support across the organisation, handling hardware, software, and account issues while gaining exposure to a range of technologies. A solid foundation for a long-term IT career awaits.

Qualifications

• 2 years of IT support or service desk experience.
• Experience with Office 365.
• Basic troubleshooting across Windows OS and desktop apps.
• Understanding of service desk ticketing systems and incident management.

Responsibilities

• Act as first point of contact for IT requests via phone, email, and service desk.
• Log, categorize, prioritize, and manage incidents and service requests per SLAs.
• Diagnose and resolve issues related to Windows devices, Microsoft 365, printers, and peripherals.
• Assist with user account administration, password resets, and access management.
• Support new starters, leavers, and device deployment processes.
• Escalate complex issues to 2nd/3rd line support when needed.
• Maintain records in the ITSM system.
• Assist with hardware builds, software installations, and routine maintenance.
• Contribute to knowledge base development and improvements.
• Follow IT security policies and best practices.

Skills

IT support experience

Windows troubleshooting

Ticketing systems

Customer service

Task management

Team player

IT security awareness

Tools

Office 365

Active Directory

Microsoft Intune

Job description

We are seeking a proactive and customer-focused Service Desk Analyst to join our growing IT team. This position is ideal for someone who has already gained around 2 IT support or service desk environment and is looking to further develop their technical skills through a recognised apprenticeship programme.

As part of the IT Service Desk team, you will provide first-to-second-line technical support to users across the organisation, helping to troubleshoot and resolve hardware, software, and account-related issues. You will work closely with experienced IT professionals, gaining exposure to a wide range of technologies while building a solid foundation for a long-term career in IT.

Key Responsibilities

• Act as the first point of contact for IT support requests via phone, email, and service desk systems.
• Log, categorise, prioritise, and manage incidents and service requests in line with agreed service levels.
• Diagnose and resolve common technical issues relating to Windows devices, Microsoft 365 applications, printers, mobile devices, and peripherals.
• Assist with user account administration, password resets, and access management.
• Support new starter, leaver, and device deployment processes.
• Escalate complex technical issues to 2nd and 3rd line support teams when appropriate.
• Maintain accurate records and documentation within the IT Service Management system.
• Assist with hardware builds, software installations, and routine maintenance activities.
• Contribute to continuous improvement initiatives and knowledge base development.
• Follow IT security policies and best practices when handling user requests.

About You

We're looking for someone who is passionate about technology, enjoys solving problems, and takes pride in delivering excellent customer service.

Essential Skills and Experience

• 2 year of experience in an IT Support, Helpdesk, Service Desk, or IT Technician role.
• Experience with Office 365.
• Basic troubleshooting experience across Windows operating systems and desktop applications.
• Understanding of service desk ticketing systems and incident management processes.
• Strong communication and customer service skills.
• Ability to manage and prioritise multiple tasks effectively.
• A positive, professional, and collaborative approach to work.

Desirable Skills

• Experience with Active Directory user administration.
• Knowledge of device management tools such as Microsoft Intune.
• Basic understanding of networking concepts including DNS, DHCP, VPNs, and Wi-Fi connectivity.
• Experience supporting laptops, desktops, mobile devices, and printers.
• Awareness of ITIL principles or service management frameworks.
• Relevant certifications or ongoing study (e.g., CompTIA ITF+, CompTIA A+, Microsoft Fundamentals).