Service Desk Analyst; 1st & 2nd line

Overview

An established MSP with an impressive client portfolio is looking for a talented IT Service Desk / Helpdesk Analyst to join their team based in Central London - at least 3 days per week in the office. This will be a contract position initially for 2 months and inside IR35.

• Log and resolve a wide variety of 1st & 2nd line technical tickets for an established client base.
• Resolve basic queries such as onboarding / offboarding and permissions up to deployments, networking, security, liaising with 3rd parties, as well as some project work with senior Engineers.
• Maintain a high ticket-resolution rate and contribute to project work including office relocations, data migrations, and booking couriers for client equipment.

• Proven helpdesk / service desk experience, ideally in an MSP supporting multiple clients.
• Broad technical knowledge across a range of solutions including Connect Wise, RMM systems (Asio / Addigy), Mac & Windows OS, Active Directory / Azure Active Directory, Virtual machines (Oracle & Hyper-V), Mac & Windows hardware build / deployment, printers / peripherals, cloud services (Microsoft 365, Google Workspace, Dropbox), Microsoft MDM Software (Intune, Addigy, Jamf, Apple Business Manager), Encryption (Bitlocker & File Vault), 2 factor authentication solutions (Duo, Google, Microsoft 365), Anti-virus deployments (Webroot & Sentinel One), email filtering (Proofpoint, Mimecast, Mesh), and general networking (IPv4 & DNS).
• Ideal candidate will be an IT graduate or have a relevant industry certification (ITIL, MTA, MCSA, MCSE, CCNA or similar), although these are not essential.

This IT Service Desk / Helpdesk Analyst role is paying up to £25 per hour depending on experience.