Service Desk Analyst (1st / 2nd Line)

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

Job summary

A Managed Service Provider near Coventry is seeking an experienced Service Desk Analyst. In this role, you will provide 1st and 2nd line support, manage tickets, and document processes in a collaborative team environment. Ideal candidates will have strong communication skills and a proven service desk background. A competitive salary between £25,000 and £27,500 is offered.

Qualifications

• Experience in providing 1st and 2nd line support in a managed service provider setting.
• Ability to diagnose and troubleshoot hardware and software issues.
• Experience with MDM solutions and networking.

Responsibilities

• Provide support across 1st & 2nd line.
• Own and resolve support tickets and maintain SLAs.
• Document processes and contribute to team knowledge.

Skills

Proven service desk background within an MSP

Strong communication skills

Client-first mindset

Attention to detail

Windows 10/11

Windows Server (2016–2025)

AD/DNS/DHCP

Microsoft 365 administration

Networking fundamentals

Virtualisation (Hyper-V / VMware)

Tools

Microsoft 365

ManageEngine

VoIP systems

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