Service Desk Analyst

Job specification

Position: Service Desk Analyst

Reports to: Service Desk Manager

Location: Office

Type: Full time

Role overview

As a Service Desk Analyst within our Managed Services team, you will be the first point of contact for our small and medium-sized clients, delivering high-quality technical support and exceptional customer service. You will play a critical role in ensuring the smooth operation of our clients’ IT environments by diagnosing and resolving issues, managing service requests, and escalating complex problems where necessary.

This role demands a proactive, customer-centric approach, with a strong emphasis on communication, technical troubleshooting, and service excellence. You will work closely with internal teams and external vendors to maintain service levels and contribute to continuous improvement initiatives.

Key responsibilities

  • Provide first and second line technical support via phone, email, and ticketing systems.

  • Troubleshoot hardware, software, network, and application issues across diverse SME environments

  • Log, categorise, and prioritise incidents and service requests in line with SLAs.

  • Quote for new workstations, laptops, peripherals, and other equipment based on client requirements.

  • Escalate unresolved issues to second-line support or specialist teams.

  • Manage the purchasing process, including vendor liaison, order tracking, and delivery coordination.

  • Configure new devices (e.g., imaging, software installation, user setup) and deploy on-site where required.

  • Maintain accurate records of client assets, configurations, and installations.

  • Assist in onboarding new clients and users, including account setup and access provisioning.

  • Contribute to knowledge base articles and service desk documentation.

  • Support continuous improvement by identifying recurring issues and suggesting process enhancements.

Essential skills & experience

  • Strong troubleshooting skills across Windows OS, macOS, Microsoft 365, networking, printers, and common SME technologies.

  • Experience in a service desk or IT support role, ideally within an MSP environment.

  • Familiarity with remote support tools and ticketing systems (e.g., Autotask, VSA).

  • Basic networking knowledge (TCP/IP, DNS, DHCP, VPNs, firewalls).

  • Good understanding of security fundamentals, including endpoint protection and patch management.

  • Experience with backup and disaster recovery solutions, particularly Datto.

  • Experience with Microsoft 365 and Azure cloud platforms.

  • Experience with hardware procurement and quoting.

  • Hands-on experience configuring and deploying desktops, laptops, and peripherals.

  • Full UK driving licence preferred for on-site installations.

  • Excellent written and verbal communication skills for internal and client interactions.

  • Strong customer service mindset – empathetic, proactive, and solution-oriented.

  • Ability to work independently and manage multiple priorities.

Desirable Skills (Advantageous)

  • ITIL Foundation certification or equivalent knowledge is desirable.

  • Certifications such as CompTIA A+/Network+, Microsoft Certifications or equivalent

  • Advanced infrastructure knowledge including Windows Server and related technologies

  • Experience with the Kaseya security suite (RocketCyber, Datto AV & EDR, Graphus, Dark Web ID)

  • Experience with broader MSP tools and frameworks

  • Knowledge of regulatory and security standards (GDPR, DPST, ISO 27001, NIST)

On call

In addition to the responsibilities listed above, once the employee has enough experience to work independently on infrastructure and security related issues, they may be asked to participate in an on-call rota. The on-call rota provides out of hours support for critical issues related to our datacentre services and depending on the client contract, some on-premise systems.

An allowance is paid to the employee for being on call due to the inconvenience caused, therefore APH expects the following of the employee whilst on call:

  • Employees are expected to be available to answer critical phone calls 24/7

  • Calls should be answered and worked on within one hour

Apply here

Complete and send the below form – and we’ll be in touch within 24 hours.

Want to work with APH?

If you’re passionate about technology and genuinely care about helping businesses succeed, we’d love to connect with you.