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# IT Service Desk Analyst

- **Company:** EBC Group(UK) Limited
- **Location:** Halesowen, UK
- **Salary:** £26,500.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Collaborative Software, Identity and Access Management, Virtual Private Networks (VPN), Windows Servers, Networking Basics, Remote Access Technology, Azure Active Directory, Office365, User Accounts
- **Published:** August 4, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=a9467cce2d46c40f

## About the Role

* Great customer service skills
 * A knowledge of / interest in technology
 * Be confident communicator via email and telephone
 * A methodical approach to troubleshooting issues
 * Be a team player

## Description

EBC are currently recruiting for a 1st Line Service Desk Analyst to join an exciting and growing Managed Service Provider support team. You will be responsible for ensuring that all customer calls are answered promptly, provide excellent customer service, and diagnose a range of technical faults for a wide variety of clients.

The ideal candidate for this role is somebody that enjoys learning and has a passion for technology. Somebody that thrives to deliver excellent customer service and be part of a great team. You will be the first point of contact for our customers and therefore must be a clear and confident communicator., * Provide first-line support for IT incidents and service requests.

 * Diagnose and resolve hardware, software, operating system, and network-related issues.
 * Manage incidents through to resolution using IT Service Management (ITSM) tools.
 * Escalate complex issues to escalation teams where appropriate.
 * Monitor ticket queues and ensure timely updates and resolution.
 * Identify recurring incidents in order to aid root cause analysis.
 * Deliver high-quality customer service.
 * Support customers through various methods such as phone, email & chat.
 * Manage user expectations and communicate progress effectively.
 * Support Microsoft Windows environments and Microsoft 365 applications.
 * Administer user accounts, permissions, and access management.
 * Support Active Directory, Azure AD/Entra ID, VPNs, and remote access solutions.
 * Assist with workstation, laptop, mobile device, and peripheral deployments.
 * Troubleshoot connectivity, printer, and collaboration platform issues.
 * Contribute to knowledge base articles and technical documentation.

Experience/knowledge of following systems would be advantageous:

 * Windows Server
 * Active Directory / Entra ID
 * Microsoft 365
 * Azure
 * Windows Operating Systems
 * Network fundamentals


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