Service Desk Analyst (1st / 2nd Line)

Xact Placements; Coventry; On-site; GBP 25,000 - 28,000; Full time

Job summary

A managed service provider based near Coventry is seeking an experienced Service Desk Analyst to join their team. The role involves providing both remote and on-site support, owning support tickets, and contributing to an environment focused on collaboration and high standards. Candidates should have a proven service desk background, strong communication skills, and attention to detail. This position offers a salary range of £25,000-£27,500.

Qualifications

• Experience in a managed service provider environment.
• Strong client-first mindset.
• Ability to work methodically.

Responsibilities

• Provide remote and on-site support.
• Own and resolve support tickets.
• Diagnose hardware and software issues.
• Document processes.
• Identify service improvements.

Skills

Proven service desk background within an MSP

Strong communication skills

Attention to detail

Windows 10 / 11

Microsoft 365 administration

Networking fundamentals

Hardware support (servers, desktops)

Virtualisation (Hyper-V / VMware)

VoIP experience

Tools

Windows Server (2016–2025)

Active Directory

DNS

DHCP

UniFi

ManageEngine

Job description

Service Desk Analyst

Location: near Coventry

Salary : £25,000-£27,500

Our client a Managed Service Provider based near Coventry is looking for an experienced Service Desk Engineer to join their close-knit team. If you thrive in a fast-paced MSP environment, deliver exceptional customer service, and enjoy continuous improvement, this could be your next move.

About the Role

You’ll handle a mix of 1st and 2nd line support, providing both remote and occasional on-site assistance. You’ll own tickets, communicate clearly with users at all levels, document processes, and contribute to an environment where collaboration and high standards are key.

Main Duties of the Role

• Provide BAU remote and on-site support across 1st & 2nd line.
• Own and resolve support tickets, meeting SLAs and keeping users updated.
• Diagnose and troubleshoot hardware, software, and network issues.
• Document processes and contribute to team knowledge sharing.
• Maintain security and identify opportunities for service improvements.
• Assist with project work and client site visits when required.

Your Skills and Experience

• Proven service desk background within an MSP
• Strong communication skills and a client-first mindset
• Ability to work methodically with high attention to detail
• Windows 10 / 11, Windows Server (2016–2025), AD / DNS / DHCP
• Microsoft 365 administration (Exchange Online, SharePoint, Teams, MFA)
• Networking fundamentals, VLANs, VPNs, firewalls, UniFi
• Hardware support (servers, desktops, storage)
• Virtualisation (Hyper-V / VMware)
• MDM solutions (ManageEngine advantageous)
• VoIP experience beneficial