Goaco
Senior Service Desk Analyst
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Senior Service Desk Analyst
Location: Dartford, Kent
Job Type: Full-Time
About Goaco
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 an experienced Senior Service Desk Analyst to join our growing technical team. This is a hands-on role supporting both internal systems and our managed customers, while helping to drive technical excellence across the Service Desk.
The Role
As a Senior Service Desk Analyst, you'll provide 2nd and 3rd line technical support, assist with customer onboarding, and support the delivery of infrastructure and cloud solutions.
You'll be a key escalation point for the Service Desk, helping to resolve complex technical issues while mentoring junior engineers and contributing to the continuous improvement of our services.
Key Responsibilities
- Provide 2nd and 3rd line technical support to internal users and managed customers.
- Troubleshoot desktop, server, networking, and Microsoft 365 issues.
- Support Microsoft Intune, Entra ID, and endpoint management.
- Build, configure, and deploy laptops, desktops, and mobile devices.
- Assist with the technical onboarding of new customers.
- Configure and support networking equipment, including firewalls, switches, wireless networks, and VPNs.
- Support infrastructure projects, cloud migrations, and system upgrades.
- Maintain secure endpoint configurations and assist with implementing Zero Trust security principles.
- Produce monthly technical and service reports.
- Create and maintain technical documentation and knowledge base articles.
- Act as an escalation point for the wider Service Desk team.
- Support continuous improvement initiatives across the Service Desk.
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Essential Skills & Experience
- Minimum 3 years' experience in an IT Support, Service Desk, or MSP environment.
- Strong experience supporting Microsoft 365 environments.
- Microsoft Intune and Entra ID.
- Windows 10/11 and Windows Server administration.
- Active Directory and Group Policy.
- Networking fundamentals (DNS, DHCP, TCP/IP, VPNs, Firewalls, and Switching).
- Excellent troubleshooting and diagnostic skills.
- Strong communication and customer service skills.
- Ability to prioritize workloads and manage multiple tasks effectively.
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Desirable Skills
- Experience working within a Managed Service Provider (MSP).
- Microsoft certifications (MD-102, MS-102, AZ-104, or equivalent).
- Knowledge of Microsoft Defender and endpoint security.
- Experience with Datto RMM, HaloITSM, or similar service management platforms.
- PowerShell scripting.
- Understanding of Cyber Essentials and Zero Trust security principles.
What We Offer
- Company pension scheme.
- Ongoing Microsoft training and certification support.
- Career progression opportunities.
- Exposure to modern Microsoft Cloud and Cyber Security technologies.
- A collaborative and supportive team environment.
Working Pattern
- Days: Monday to Friday
- Location: Office-based – 5 days per week in our Dartford office
- Travel: Occasional travel to customer sites may be required.
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