Desktop Support Analyst

We’re looking for a Desktop Support Engineer to handle escalated incidents and technical requests from the service desk, keeping end users productive across devices, applications and access. You’ll work closely with 1st line and the wider infrastructure team, with scope to grow into 3rd line or a specialist area., * Own and resolve escalated 1st line tickets within SLA, escalating to 3rd line or infrastructure where needed

• Diagnose and fix complex hardware, software, network and access issues
• Build, image and deploy laptops and desktops using Autopilot, Intune or SCCM
• Manage user accounts, groups, permissions and policies in Active Directory / Entra ID
• Administer and support Microsoft 365, including Exchange Online, Teams and SharePoint
• Support VPN, remote access, printers, mobile devices and MFA issues
• Run onboarding and offboarding, plus patching and software packaging/deployment
• Identify recurring issues, carry out root cause analysis and propose fixes
• Mentor and support 1st line colleagues, and review or improve knowledge base articles
• Contribute to small projects such as OS upgrades, rollouts and office moves

• 2-4 years in a senior service desk role
• Strong Windows 10/11 troubleshooting and deployment experience
• Active Directory, Group Policy and Microsoft 365 administration
• Experience with Intune or SCCM for device management
• Networking fundamentals (DHCP, DNS, TCP/IP, VPN, Wi-Fi)
• Experience with a ticketing platform (ServiceNow, Jira Service Management or similar)
• Clear communication and a customer-first approach