Service Desk Analyst

Arcona Group Ltd; Harlow; On-site; GBP 26,000 - 38,000; Full time

Job summary

Arcona Group Ltd. is seeking a proactive Service Desk Analyst to join our IT team. You will provide first-to-second line support for Windows, Office 365, printers and accounts, logging incidents, and working within our ITSM system to resolve issues.

With around 2 years in IT support or service desk, you will collaborate with experienced colleagues, follow security policies, and contribute to knowledge base improvements while developing through our apprenticeship programme.

Qualifications

• 2 years of IT support, helpdesk or service desk experience.
• Experience with Office 365.
• Basic Windows troubleshooting.
• Familiar with ticketing/incident management.
• Strong communication and customer service.
• Ability to manage multiple tasks.
• Positive, professional, collaborative approach.

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 issues related to Windows devices, Microsoft 365, printers, and accounts.
• Assist with user account administration, password resets, and access management.
• Support new starter, leaver, and device deployment processes.
• Escalate complex issues to 2nd/3rd line support as needed.
• Maintain records in the IT Service Management system.
• Assist with hardware builds, software installs, and routine maintenance.
• Contribute to knowledge base improvements and security best practices.

Skills

IT support

Customer service

Communication

Task prioritisation

Problem solving

Tools

Active Directory

Microsoft Intune

DNS/DHCP

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).