Service Desk Analyst

Overview

Inspirec Gravesend, England, United Kingdom

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Inspirec have partnered with a fast-growing Managed Service Provider (MSP) with a dedicated internal IT function, supporting both our own team and a growing portfolio of external clients. As part of our continued growth, we are looking for a proactive and skilled Service Desk Analyst to join the Helpdesk team.

The Role: As a Service Desk Analyst, you will play a key role in managing escalations from the 1st line team, resolving more complex technical issues, and delivering outstanding service to both internal users and external MSP clients. This role will expose you to a wide variety of IT environments and technologies, providing a fantastic opportunity to learn, grow, and progress within a supportive business.

Key Responsibilities

• Act as the escalation point for 1st line tickets, troubleshooting and resolving technical issues.
• Provide 2nd line support for internal IT systems and services.
• Deliver remote and occasional on-site support to external MSP clients.
• Manage and resolve incidents across Microsoft 365, Intune, and endpoint environments.
• Work with ITSM tools to track, escalate, and resolve incidents in line with SLAs.
• Follow ITIL-aligned processes for incident, problem, and change management.
• Contribute to knowledge base articles, documentation, and process improvements.
• Assist in implementing new technologies and supporting project delivery where required.

Key Skills & Experience

• Strong background in Microsoft 365 administration (Exchange Online, SharePoint, Teams).
• Hands-on experience with Microsoft Azure, Microsoft Intune / Endpoint Manager.
• Good understanding of Active Directory, Group Policy, DNS, DHCP, networking fundamentals.
• Experience within an MSP environment or multi-customer support (preferred).
• Familiarity with ITIL principles, ITSM tools, and change control processes.
• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Excellent communication skills, both written and verbal.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Consulting

Industries

• IT Services and IT Consulting

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