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IT Service Desk Analyst - Professional Services (1st/2nd Line Hybrid)
Shape the future of IT support in a role that goes beyond the basics.
Are you passionate about technology and ready to tackle more than just password resets? Join a high-performing IT Service Desk at the forefront of innovation, where your technical skills will be valued, stretched, and continuously developed.
Why This Role Stands Out
Move beyond traditional 1st line support: Take on more technical challenges in a dynamic, fast-paced environment.
Be part of a team that values progression, precision, and a proactive mindset.
Work with enterprise-grade cloud technologies and tools aligned with ITIL best practices.
Two weeks of paid, hands-on training ensure you're set up for success from day one.
About the Role
You'll be the first point of contact for a global user base, delivering exceptional support across a modern and sophisticated IT environment. But this isn't your average service desk job - chatbots and automation tools handle many of the low-level, repetitive tasks, so you can focus on resolving more complex, technical issues. Think of this as a '1.5 line' role that bridges the gap between first and second line, giving you exposure to deeper troubleshooting and greater responsibility.
You'll also work closely with senior stakeholders in a professional services environment, where clear communication, reliability, and attention to detail are essential.
What You'll Work With
A diverse tech stack, including Microsoft 365, Azure AD, Exchange Online, Teams, plus cutting-edge sector specific technology
ITIL-aligned tools and practices focused on quality service and continual improvement
A collaborative team culture that supports knowledge sharing and growth
What You'll Bring
Strong troubleshooting experience with Office 365, Active Directory, Teams, Exchange, and ideally ServiceNow
Previous experience in a professional services or fast-paced technical environment
Excellent communication skills and a customer-first mindset
A desire to learn, adapt, and grow into more advanced IT roles
Working Arrangements
This is a hybrid role based in Colchester, combining office collaboration with flexible remote work. Applicants must be within a commutable distance.
