Level 1 & Level 2 IT Service Desk Analyst
Overview
GB Agencies Ltd is seeking enthusiastic and customer-focused Level 1 & Level 2 Service Desk Analysts to join our growing IT team.
You will be responsible for providing first and second-line technical support across the business, ensuring users receive an exceptional level of IT service while maintaining the stability, security and performance of our IT infrastructure.
This is an excellent opportunity for someone looking to develop their career within infrastructure, systems administration and cloud technologies while working with a wide range of enterprise technologies.
Key Responsibilities
Service Desk Support
- Act as the first point of contact for IT incidents and service requests via phone, email and service desk portal.
- Log, prioritise and manage incidents using the IT Service Management (ITSM) system.
- Troubleshoot hardware, software, networking and Microsoft 365 issues.
- Resolve incidents within agreed Service Level Agreements (SLAs).
- Escalate complex issues to senior engineers where appropriate.
- Provide excellent customer service and regular communication throughout the incident lifecycle.
- Produce and maintain technical documentation and knowledge base articles.
- Support user onboarding and offboarding, including account creation, hardware provisioning and software deployment.
Level 1 Responsibilities
- Password resets and account management.
- Microsoft 365 user administration.
- Active Directory user, group and computer management.
- Printer installation and troubleshooting.
- Laptop, desktop and peripheral support.
- Basic Windows 10/11 troubleshooting.
- Microsoft Office application support.
- Basic network troubleshooting (Wi-Fi, VPN, DNS, DHCP).
- Mobile device support.
- Hardware builds and deployments.
- Software installation and configuration.
- Remote support using remote assistance tools (ie, Datto RMM)
Level 2 Responsibilities
- Administration of Windows Server virtual environments.
- Active Directory administration including Group Policy management.
- Microsoft Entra ID (Azure AD) administration.
- Hybrid Microsoft 365 administration.
- Exchange Online administration.
- Windows Server patch management and maintenance.
- Microsoft Endpoint Manager / Intune device management.
- Windows Update and WSUS management (where applicable).
- File server and permissions administration.
- DNS, DHCP and network troubleshooting.
- VPN troubleshooting and configuration.
- Hyper-V and VMware administration.
- Backup monitoring and recovery.
- Endpoint security administration (SentinelOne or equivalent).
- Root cause analysis of recurring issues.
- Support infrastructure changes and IT projects.
Essential Requirements & Technical Skills
- Minimum of 2 years' experience in a Level 2 IT Service Desk or Desktop Support role.
- Strong administration and support experience with Windows 10/11, Windows Server 2016/2019/2022, Active Directory, Group Policy, Microsoft Entra ID (Azure AD), Microsoft 365, Exchange Online, SharePoint, OneDrive, Teams and Intune/Endpoint Manager.
- Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, wireless networking, remote desktop services and network printing.
- Experience administering Windows Server environments, including patch management, endpoint security, multi-factor authentication (MFA), BitLocker, user access management, backup and recovery.
- Experience using an IT Service Management (ITSM) platform such as SolarWinds Service Desk or similar.
- Experience using infrastructure monitoring and support tools such as Nagios/CheckMK, SQL Server monitoring, vulnerability assessment tools, remote support software and IT asset management systems.
- Experience with Cisco switching/routing, SD-WAN and PowerShell scripting would be advantageous.
- Project management experience
- Full UK driving licence with business insurance.
- Full right to work in the UK (please note that sponsorship is not available for this role).
Skills & Attributes
We are looking for someone who:
- Has excellent troubleshooting, analytical and problem-solving skills.
- Is proactive, self-motivated and capable of taking ownership of tasks from start to finish
- Can prioritise workload effectively and manage multiple tasks
- Has excellent customer service, communication and interpersonal skills.
- Produces clear technical documentation with strong attention to detail.
- Works well independently whilst also contributing positively within a collaborative team.
- Demonstrates a passion for technology, continuous improvement and delivering exceptional IT support.
Working Hours
- Full-time, Monday to Friday.
- Participation in an out-of-hours support rota when required.
- Primarily office-based with occasional travel to company sites.
What We Offer
- Competitive salary.
- Company pension.
- Ongoing training and professional development.
- Exposure to enterprise Microsoft technologies.
- Opportunities to progress into Infrastructure, Systems Administration or Cloud Engineering.
- Friendly and supportive IT team.
Please note that we are unable to offer sponsorship for this position. Applicants must already have the legal right to work in the UK.
Due to the high volume of applications we receive, only shortlisted candidates will be contacted.
Job Types: Full-time, Permanent
Benefits:
- Company pension
- On-site parking
Ability to commute/relocate:
- Grimsby DN31 3UA: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have British citizenship or indefinite leave to remain in the UK?
Experience:
- Service desk support: 2 years (required)
Licence/Certification:
- Full UK or full EU Driving license? (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
