At a Glance
- Tasks: Provide 1st line technical support and troubleshoot IT issues for customers.
- Company: Goaco, a growing Managed Service Provider focused on innovative tech solutions.
- Benefits: Company pension, ongoing training, and clear career progression opportunities.
- Other info: Office-based role with exposure to modern Microsoft technologies.
- Why this job: Join a collaborative team and develop your IT skills while making a real impact.
- Qualifications: Experience in IT support or relevant qualifications; strong communication skills.
The predicted salary is between 31500 - 38500 £ per year.
Do you strive to make a difference?
Goaco is looking to build a team to continue solving problems using software and technology for our clients.
We are developers at heart – and by the mind too.
We thrive on challenges and live for logical thinking.
Formed over a decade ago, we have built on our successes, all of whom have benefited from their level-headed software solutions.
The team is all like-minded individuals, with a drive to succeed in their own fields.
ABOUT US
Goaco is a growing Managed Service Provider (MSP) delivering IT Support, Cyber Security and Microsoft Cloud solutions to businesses across the UK.
We pride ourselves on providing exceptional customer service, innovative technology solutions and a security-first approach.
We’re looking for a motivated 1st Line Service Desk Analyst to join our growing technical team.
This is an excellent opportunity for someone with strong customer service skills and a passion for IT to develop their technical knowledge while supporting a wide range of customers.
ROLE DESCRIPTION
You’ll work closely with our 2nd and 3rd Line Engineers while developing your skills across Microsoft technologies, cloud services and cyber security.
KEY RESPONSIBILITIES
- Provide 1st line technical support to internal users and managed customers via phone, email and remote support.
- Log, prioritise and manage incidents and service requests within the Service Desk.
- Troubleshoot common Windows, Microsoft 365 and hardware issues.
- Perform password resets, user account administration and mailbox management.
- Assist with setting up laptops, desktops, mobile devices and peripherals.
- Escalate complex issues to senior engineers where required.
- Keep customers updated throughout the lifecycle of their tickets.
- Create and update knowledge base articles and technical documentation.
- Assist with customer onboarding activities and device deployments.
- Deliver excellent customer service while meeting agreed service levels (SLAs).
ESSENTIAL SKILLS & EXPERIENCE
- Previous experience in an IT Service Desk, Help Desk or customer support role (or relevant IT qualifications).
- Good knowledge of Windows 10/11.
- Basic understanding of Microsoft 365.
- Familiarity with Active Directory user administration.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to prioritise workload and manage multiple tickets.
- A willingness to learn and develop technical skills.
- NICE TO HAVE
- Experience working within a Managed Service Provider (MSP).
- Exposure to Microsoft Intune or Entra ID.
- Basic networking knowledge (DNS, DHCP, TCP/IP).
- Experience using Halo PSA, Datto RMM or similar Service Desk tools.
- Microsoft Fundamentals certifications (MS-900, AZ-900, SC-900 or MD-102 Fundamentals equivalent).
- WORKING PATTERN
- Monday to Friday
- Office-based – 5 days per week in our Dartford office
- Occasional travel to customer sites may be required.
BENEFITS*
- Company pension scheme.
- Ongoing Microsoft training and certification support.
- Clear career progression into 2nd Line and Infrastructure roles.
- Exposure to modern Microsoft Cloud and Cyber Security technologies.
- A collaborative and supportive team environment.
*Offered only to employees based in the UK.
*Unfortunately, we aren’t able to offer sponsorship for this role.
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1st Line Service Desk Analyst in Dartford employer: Goaco Ltd
Goaco Ltd is an excellent employer for aspiring IT professionals, offering a dynamic work environment in Ebbsfleet where you can gain invaluable hands-on experience and technical skills. With a structured development plan and dedicated support throughout your apprenticeship, you'll have ample opportunities for personal growth and the potential for a permanent position upon completion. Join a team that values innovation and encourages your passion for IT in a supportive and fast-paced setting.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service Desk Analyst in Dartford
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Goaco Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Goaco Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Goaco Ltd!
✨Direct Apply to Goaco Ltd
Let's not forget to apply directly through the Goaco Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 1st Line Service Desk Analyst in Dartford
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Goaco Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Goaco Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Goaco Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
