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- Tasks: Provide top-notch technical support and troubleshoot issues for Windows and Microsoft platforms.
- Company: Join a dynamic Managed Service Provider with a supportive team culture.
- Benefits: Enjoy a competitive salary, pension scheme, and 25 days annual leave.
- Why this job: Make a real impact by resolving complex technical issues and enhancing customer satisfaction.
- Qualifications: Experience in Service Desk or Desktop Support, with strong knowledge of Windows and Microsoft 365.
- Other info: Great career progression opportunities and regular team events to keep things fun!
The predicted salary is between 28000 - 36000 £ per year.
We are seeking an experienced Service Desk Analyst with strong 2nd line support capability to join a Managed Service Provider (MSP) environment. The role involves supporting multiple client organisations across Windows and Microsoft-based platforms, acting as a key escalation point for technical incidents, and taking ownership of issues through to resolution.
You will work in a fast-paced, client-facing environment, delivering high-quality technical support, adhering to SLAs, and contributing to continual service improvement across a diverse customer base.
Key Responsibilities- Provide technical support to end users across Windows 10/11 and Microsoft-based systems
- Act as a key escalation point for complex incidents from 1st line, taking ownership through to resolution
- Troubleshoot and resolve issues relating to Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Administer and support Active Directory, including user accounts, group membership, permissions, and GPOs
- Support Azure AD / Entra ID user and device management
- Build, configure, deploy, and support end-user devices (laptops, desktops, mobile devices)
- Investigate and resolve hardware, software, and peripheral issues
- Manage and fulfil service requests in line with SLAs and ITIL best practices
- Escalate unresolved issues to 3rd line teams and vendors where necessary, providing detailed diagnostics
- Assist with Intune / Endpoint Manager device management and policy deployment
- Support basic networking and connectivity issues (DNS, DHCP, VPN, Wi-Fi)
- Deliver a high standard of customer service and technical communication
- Proven experience in a Service Desk or Desktop Support role (MSP Preferred)
- Strong technical knowledge of Windows OS and Microsoft 365
- Solid experience with Active Directory administration
- Experience supporting users in a Microsoft-centric environment
- Confident troubleshooting and ownership of issues end-to-end
- Experience using ITSM/ticketing systems
- Azure AD / Entra ID and Intune experience
- ITIL Foundation certification
- Exposure to Microsoft cloud and modern workplace technologies
- Competitive salary
- Company pension scheme
- 25 days annual leave plus bank holidays
- Training and certification support
- Clear career progression opportunities
- Supportive team environment
- Employee assistance programme
- Regular team and company events
Service Desk Analyst in Hertford employer: Nextech Group Limited
Contact Detail:
Nextech Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Hertford
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know someone who knows someone, and a personal recommendation can really give you the edge.
✨Tip Number 2
Prepare for those interviews! Research the company and the role thoroughly. We want you to be able to showcase your knowledge about their services and how your skills as a Service Desk Analyst fit right in.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family. We can’t stress enough how important it is to articulate your experience and technical skills confidently.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace Service Desk Analyst in Hertford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in Service Desk or Desktop Support roles, especially in a Managed Service Provider environment. We want to see how your skills match the job description, so don’t be shy about showcasing your technical knowledge of Windows OS and Microsoft 365!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Service Desk Analyst role. Share specific examples of how you've tackled complex incidents and delivered high-quality support in previous positions.
Show Off Your Technical Skills: In your application, make sure to mention your experience with Active Directory, Azure AD, and Intune. We love seeing candidates who can troubleshoot and resolve issues confidently, so give us the details on your hands-on experience with these technologies!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to attach your tailored CV and cover letter right there. Let’s get your application in!
How to prepare for a job interview at Nextech Group Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 10/11 and Microsoft 365. Be ready to discuss your experience with troubleshooting and supporting these systems, as well as any specific incidents you've resolved in the past.
✨Showcase Your Customer Service Skills
Since this role is client-facing, it's crucial to demonstrate your ability to deliver high-quality customer service. Prepare examples of how you've handled difficult situations or provided exceptional support to users in previous roles.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL best practices is key for this position. Brush up on how you've applied these principles in your past work, especially regarding managing service requests and adhering to SLAs.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about common issues you’ve encountered and how you would approach resolving them, particularly with Active Directory and Azure AD.
