IT Service Desk Analyst - Weekend Work

• A genuine first step into IT with a Microsoft-focused MSP, and a deliberate route into a weekday engineering seat
• Work from home - a fully remote role, connected to the rest of the global desk online
• 1st line support on London’s weekend service desk - ticket triage, Microsoft 365 administration, monitoring and alerting
• Structured coaching and a defined 90-day ramp, with a Shift Lead alongside you every weekend
• Part of a global follow-the-sun desk spanning Auckland, London and Chicago

About the Job

You are the first line of the London weekend desk. You handle the routine work properly, keep the queue clean, and get the hard problems in front of the Shift Lead quickly.

This is a genuine entry point. Whether you’re coming from a first helpdesk role, an IT apprenticeship, a college or university course, or teaching yourself Microsoft 365, we want someone who wants to end up in a weekday engineering seat, and we will build that path deliberately.

This role blends technical depth with client-facing professionalism and a commitment to continuous improvement., * Work the 1st line queue: log, categorise and triage incoming tickets accurately.

• Respond to monitoring and alerting events, resolving what is in scope and escalating what is not.
• Handle account and identity administration - user creation, password resets, MFA, group membership, licence assignment.
• Verify patching and backup outcomes and raise exceptions to the Shift Lead.
• Keep tickets moving and keep clients informed of progress in plain, professional language.
• Escalate to the Shift Lead against defined thresholds. Escalating early is expected, not a failing.
• Contribute your open items to the end-of-shift handover notes., * First two weekends: tooling access, ticket logging standards, and the escalation thresholds.
• By weekend four: triaging the 1st line queue independently and clearing routine account and licensing work.
• By weekend eight: handling monitoring alerts within scope and contributing usable handover notes without prompting.

Intelliworx has an ongoing commitment for its team to demonstrate excellence in their professional practice. Training and development requirements are set quarterly and include Microsoft Certifications, internal training, and external courses. These are all designed to help our team members grow in their roles and contribute to Intelliworx meeting its organisational accreditations. A requirement of this role is a commitment to prioritise and complete these quarterly goals. Resources required for you to achieve these will be provided by our Training and Development team.

• Six to twelve months in IT support, or a relevant qualification, apprenticeship or traineeship (for example CompTIA A+, a Level 3 IT apprenticeship, or a BTEC, T Level or degree in IT).
• Working knowledge of Microsoft 365 administration - users, licences, groups, MFA.
• Clear written communication and a methodical approach to logging what you have done.
• Willingness to be coached remotely and to ask for help early.
• Reliable. This roster only works if people turn up.

The following skills are desirable:

• MS-900 or AZ-900 certification.
• Any prior exposure to a ticketing or PSA platform.
• Interest in progressing into a weekday engineering seat - this role is designed as a route in.

Start your IT career with Intelliworx! A weekend-only 1st line role in London with a Microsoft-focused MSP: hands-on M365 experience, funded Microsoft certifications, coaching from senior engineers and a clear route into a weekday engineering role.

Pay: £14.00 per hour

Expected hours: 16.0 per week

Benefits:

• Work from home

Intelliworx is a fast-growing MSP with offices in Sydney, London, Chicago, Auckland, and Manila. We provide small and mid-tier enterprises and multinational clients with design, management, cybersecurity, and support for their information technology infrastructure. We are a cloud-first organisation, building our solutions around Microsoft’s extensive cloud offering, including M365 and Azure.