Service Desk Analyst

Giacom; Hessle; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

25 days annual leave

Birthday off

Complimentary refreshments

Job summary

Giacom, based in the UK, is seeking a Service Desk Analyst for its Tech Support team in Hessle. You will handle Microsoft Modern Workplace issues across Microsoft 365, Azure, Exchange Online, Teams and SharePoint, delivering professional support to MSPs and Partners via phone, live chat and tickets.

You will own incidents from triage to resolution, coordinate with internal teams and vendors, document findings, and maintain strong partner communication.

Qualifications

• Experience in a technical support or service desk environment.
• Ability to troubleshoot across interconnected cloud services and admin platforms.
• Clear written and verbal communication, able to explain complex findings simply.
• Strong ownership, case-management, and documentation skills.

Responsibilities

• Provide professional, credible support to MSPs and Partners via phone, live chat, and tickets.
• Own incidents and service requests from triage to resolution or handover with clear updates.
• Investigate and resolve complex issues in Modern Workplace or Email, Backup & Security portfolios.
• Use admin portals, diagnostic tools, and knowledge resources to validate issues and test where possible.
• Gather technical evidence and escalation history to support internal or vendor remedies.
• Resolve cases directly when possible and coordinate with senior staff and vendors.

Skills

Technical support

Cloud services

Communication

Documentation

Job description

Looking to kick-start or grow your career in tech?

At Giacom, we power the UK's technology channel through a platform that brings together Cloud, Comms, Hardware and Billing all in one place. We help our partners deliver the technology that keeps businesses connected, productive and secure.

As our business continues to grow, we're on the lookout for a Service Desk Analyst to join our Tech Support team in Hessle. You'll work alongside experienced colleagues, develop your technical skills, and make a real impact from day one.

This specific Service Desk Analyst Role, will investigate and resolve issues with Microsoft Modern Workplace technologies, this includes Microsoft 365, Azure, Exchange Online, Teams and SharePoint.

What you'll be doing

• Provide professional, technically credible support to MSP and Partners across telephone, live chat and ticket-based channels.
• Own incidents, service requests and product queries from triage to resolution or formal handover, maintaining accurate records and timely partner communication throughout.
• Investigate and resolve complex issues across the assigned Modern Workplace or Email, Backup & Security portfolio using structured troubleshooting and sound technical judgement.
• Use approved administrative portals, delegated access, diagnostic tools, documentation and knowledge resources to validate reported issues and complete testing wherever access permits.
• Gather and document high-quality technical evidence, troubleshooting history, configuration findings and business impact to support effective internal or vendor escalation when required.
• Resolve cases directly wherever possible and coordinate with senior colleagues, internal teams, Microsoft and third-party vendors while retaining ownership of the partner experience.

Skills & Experience Required

• Experience in a technical support, service desk, cloud support or managed services environment, with responsibility for investigating and progressing customer incidents or service requests.
• Strong technical aptitude and a demonstrable ability to troubleshoot methodically across interconnected cloud services, configurations and administrative platforms.
• Clear written and verbal communication skills, with the confidence to support technically capable partners and translate complex findings into concise, practical guidance.
• Strong ownership and case-management skills, including accurate documentation, prioritisation, follow-up and coordination with other teams or vendors.

Desirable Technical Awareness

Working knowledge of one or more Microsoft cloud services such as Microsoft 365, Entra ID, Exchange Online, Teams, SharePoint, Intune or Azure, would be highly beneficial.

What's in it for you?

• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.