Senior Service Desk Analyst

About the Role

• Our client is looking for a hands-on Senior Service Desk Analyst to diagnose and resolve technical issues at first line and beyond for our UK-based managed services clients.
• This is a true troubleshooting role, not a ticket-logging or triage desk. You will be expected to investigate, diagnose, and resolve technical faults across networking, desktops, Microsoft 365, Azure Virtual Desktop (AVD), and security alerts rather than simply escalating tickets.
• We care more about practical ability than job titles. Candidates must have prior Managed Service Provider (MSP) experience and proven first-line troubleshooting capabilities. Experience strictly limited to password resets, active directory group additions, and ticket dispatch will not meet the requirements of this role.

Key Responsibilities

• First-Touch Incident Resolution: Act as the first point of contact for client users via phone, email, live chat, and portal, diagnosing and resolving the majority of incidents at first touch.
• Workstation & OS Support: Diagnose and resolve desktop software and hardware faults, including Windows OS issues, application errors, peripherals, drivers, and device performance.
• Network Administration: Troubleshoot core network faults (DNS, DHCP, general connectivity, Wi-Fi) and perform routine network tasks like DHCP scope management and IP reservations.
• Remote Connectivity: Troubleshoot and resolve client VPN connection, authentication, and client configuration issues.
• Microsoft 365 Administration: Support and administer Exchange Online, Teams, SharePoint, OneDrive, and user licensing; resolve email flow and mailbox issues.
• Azure Virtual Desktop (AVD): Support AVD environments, resolving user session, profile, connection, and access errors.
• Identity & Access Management: Investigate and resolve user sign-in and access blocks governed by Conditional Access policies, MFA, and device compliance.
• Permissions & File Systems: Diagnose and resolve file, folder, and share access issues using NTFS and network share permission structures.
• Peripherals & Printing: Resolve user-level printer problems including print drivers, queues, network mapping, and spooler connectivity.
• Group Policy Management: Utilize basic GPO knowledge to diagnose policy application/inheritance (e.g., via gpresult) and implement standard policy changes.
• Security & MDR Alerts: Triage, investigate, and action alerts from Managed Detection and Response (MDR/EDR) platforms following documented runbooks; escalate verified or critical threats promptly.
• Performance Diagnostics: Investigate and resolve slow server, desktop, internet, and Wi-Fi performance bottlenecks.
• Ticket Quality & Documentation: Accurately log, categorise, prioritise, and document tickets in the PSA, meeting all client SLAs and maintaining clear client communication.
• Escalations & Knowledge Sharing: Provide comprehensive, clear handover notes when escalating tickets to second and third line; mentor junior analysts and contribute regular updates to internal knowledge base articles and SOPs.
• Continuous Improvement: Identify recurring incidents and recommend systemic improvements to reduce incoming ticket volume and improve client satisfaction.

Essential Experience & Technical Skills

• MSP Experience: Proven experience on an MSP service desk supporting multiple client environments under contractual SLAs within a PSA/ticketing platform.
• Hands-on Diagnostics: Demonstrable troubleshooting track record extending well past password resets, group assignment, and triage.
• Networking Fundamentals: Practical experience diagnosing DNS failures, APIPA addresses, scope exhaustion, and configuring static IP reservations.
• Windows & Desktop Hardware: Advanced diagnostics of OS faults, peripheral errors, driver failures, and application crashes.
• Cloud & Virtualization: Practical experience supporting Microsoft 365 services and resolving Azure Virtual Desktop (AVD) session/profile issues.
• Security & Access Control: Clear understanding of Conditional Access policies, MFA troubleshooting, and NTFS share permissions.
• Core Soft Skills: Clear, professional written and verbal communication with non-technical users, alongside a methodical problem-solving approach and strong queue-management skills.

Desirable Qualifications & Tools

• Certifications: Microsoft (MD-102, MS-102, AZ-104, SC-900), CompTIA (A+, Network+), or ITIL Foundation.
• Tools: Prior experience with standard MSP RMM, PSA, and remote management tools.
• Modern Workplace: Exposure to Microsoft Intune and Entra ID endpoint management.
• UK Operations: Experience supporting UK-based businesses or working UK business operating hours.
• Scripting: Basic PowerShell scripting capability to automate routine administration.

Personal Attributes

• Takes complete ownership of support tickets through to root-cause resolution.
• Remains calm, structured, and client-focused under high-volume pressure.
• Continuous learner who is willing to guide, coach, and support junior team members.