Service Desk Analyst - Launch Your IT Career

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

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.