Job Categories: Service Desk
Job Type : Full Time | On-Site | Permanent
Job Location : Dartford, Kent, UK
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 benefitted 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
As a 1st Line Service Desk Analyst, you’ll be the first point of contact for our customers, providing remote technical support and ensuring incidents and service requests are resolved efficiently or escalated where appropriate.
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
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Provide 1st line technical support to internal users and managed customers via phone, email and remote support.
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Log, prioritise and manage incidents and service requests within the Service Desk.
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Troubleshoot common Windows, Microsoft 365 and hardware issues.
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Perform password resets, user account administration and mailbox management.
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Assist with setting up laptops, desktops, mobile devices and peripherals.
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Escalate complex issues to senior engineers where required.
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Keep customers updated throughout the lifecycle of their tickets.
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Create and update knowledge base articles and technical documentation.
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Assist with customer onboarding activities and device deployments.
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Deliver excellent customer service while meeting agreed service levels (SLAs).
ESSENTIAL SKILLS & EXPERIENCE
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Previous experience in an IT Service Desk, Help Desk or customer support role (or relevant IT qualifications).
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Good knowledge of Windows 10/11.
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Basic understanding of Microsoft 365.
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Familiarity with Active Directory user administration.
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Strong troubleshooting and problem-solving skills.
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Excellent communication and customer service skills.
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Ability to prioritise workload and manage multiple tickets.
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A willingness to learn and develop technical skills.
NICE TO HAVE
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Experience working within a Managed Service Provider (MSP).
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Exposure to Microsoft Intune or Entra ID.
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Basic networking knowledge (DNS, DHCP, TCP/IP).
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Experience using HaloPSA, Datto RMM or similar Service Desk tools.
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Microsoft Fundamentals certifications (MS-900, AZ-900, SC-900 or MD-102 Fundamentals equivalent).
WORKING PATTERN
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Monday to Friday
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Office-based – 5 days per week in our Dartford office
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Occasional travel to customer sites may be required.
BENEFITS*
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Company pension scheme.
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Ongoing Microsoft training and certification support.
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Clear career progression into 2nd Line and Infrastructure roles.
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Exposure to modern Microsoft Cloud and Cyber Security technologies.
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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.
