Accord Business Solutions
Service Desk Analyst
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Job Purpose
The Service Desk Analyst is responsible for delivering high-quality technical support to a wide range of clients across multiple industries. Working within a Managed Service Provider (MSP) environment, the role involves providing end-to-end technical support, resolving incidents and service requests, maintaining client systems, and contributing to the delivery of excellent customer service.
The successful candidate will demonstrate strong technical capability, a customer-focused mindset, and the ability to prioritise and manage workloads across multiple client environments whilst meeting agreed service levels.
The IT industry continually evolves, and formal training may not always be available. The post holder will be expected to proactively develop their technical knowledge through self-learning, vendor documentation, knowledge sharing, and maintaining internal knowledge base articles.
Key Responsibilities
Service Desk
- Provide technical support to multiple customers across a variety of technologies and environments, taking ownership of issues through to resolution wherever possible.
- Record, prioritise, investigate, update and resolve incidents and service requests within agreed SLAs.
- Take ownership of tickets through to resolution or appropriate escalation.
- Deliver excellent customer service whilst managing multiple priorities and competing demands.
- Escalate complex issues to senior engineers and project teams when required.
- Participate in on-call support arrangements where applicable.
Microsoft 365 & Identity Management
- Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive and Entra ID.
- Create and maintain user accounts, groups, shared mailboxes and distribution groups.
- Allocate and manage Microsoft licensing.
- Troubleshoot authentication issues, MFA, Conditional Access and account access problems.
- Support SharePoint permissions and access requests.
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Endpoint Management
- Deploy, configure and support Windows devices.
- Support Microsoft Intune and Autopilot deployments.
- Manage mobile devices and endpoint policies.
- Troubleshoot operating system issues, application faults, update failures and login problems.
- Support BitLocker encryption and recovery processes.
Active Directory & Infrastructure
- Manage users, groups and organisational units within Active Directory.
- Apply and troubleshoot Group Policy settings.
- Support file shares, mapped drives and permissions.
- Maintain accurate documentation of customer environments.
Networking
- Troubleshoot network connectivity using diagnostic tools including Ping, Tracert, Nslookup and IPConfig.
- Demonstrate working knowledge of TCP/IP, DNS, DHCP and VPN technologies.
- Troubleshoot wired and wireless connectivity issues.
- Assist with basic switch, firewall and network troubleshooting.
Security & Backup
- Support email security platforms such as Mimecast or equivalent solutions.
- Assist with Information security best practices including phishing awareness and endpoint protection.
- Support backup and disaster recovery platforms.
- Follow security and data protection procedures at all times.
Remote Support & Tools
- Provide remote support using approved support tools such as RMM, ScreenConnect, Quick Assist or equivalent.
- Maintain accurate ticket updates and documentation within the IT Service Management platform.
- Create and update knowledge base articles to improve team efficiency and service quality.
Projects & Continuous Improvement
- Assist with customer onboarding, migrations and project implementations.
- Contribute to service improvement initiatives.
- Identify recurring issues and recommend long-term solutions.
- Work closely with project engineers and senior technical staff to deliver successful outcomes.
Required Knowledge & Skills
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Essential
- Experience working in a Service Desk, Helpdesk or IT Support role.
- Strong Windows desktop troubleshooting skills.
- Working knowledge of Microsoft 365 administration.
- Understanding of Active Directory and Group Policy.
- Knowledge of DNS, DHCP, TCP/IP and VPN technologies.
- Experience supporting printers and peripheral devices.
- Excellent customer service and communication skills.
- Ability to manage and prioritise workload effectively.
- Strong troubleshooting and problem-solving abilities.
- Ability to document technical information accurately.
Desirable
- Experience within a Managed Service Provider (MSP).
- Microsoft Intune experience.
- Microsoft Entra ID experience.
- ConnectWise Manage and ConnectWise Control experience.
- Familiarity with PowerShell.
- Experience with backup and recovery platforms.
- Understanding of cybersecurity principles and best practices.
- Relevant Microsoft certifications.
Expected Behaviours & Conduct
- Demonstrate professionalism, integrity and accountability at all times.
- Take ownership of customer issues and deliver a positive experience.
- Show respect and professionalism when interacting with colleagues, customers and third parties.
- Work collaboratively within the service desk and wider business.
- Maintain a customer-first approach in all interactions.
- Show initiative and a willingness to continually learn and develop.
- Contribute positively to team goals and service improvements.
- Follow all company policies, technical standards and security requirements.
Performance & Development
Performance will be reviewed through regular one-to-one meetings, team reviews and annual appraisals. The successful candidate will be expected to engage in continuous professional development, maintain relevant certifications and actively contribute to the growth of the team’s technical knowledge and service capability.
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