Desktop Support Analyst

A leading managed services provider is looking for a Destop Support Analyst to join its growing support team. This is an excellent opportunity for someone with a strong networking foundation who enjoys troubleshooting technical issues and delivering excellent customer service.

This is a predominantly remote role, with occasional travel to customer sites across the Manchester and Liverpool area, making it ideal for candidates based in the North West.

What you'll be doing

• Act as the first point of contact for technical incidents and service requests
• Log, prioritise and manage tickets through an ITSM platform, ensuring SLA targets are met
• Troubleshoot network, connectivity, hardware and software issues, resolving incidents where possible or escalating to 2nd Line Support
• Monitor customer environments using network monitoring tools and respond proactively to alerts
• Perform routine maintenance, updates and health checks across managed environments
• Maintain clear technical documentation, knowledge articles and ticket records
• Follow security best practices and identify potential risks or compliance issues

What we're looking for

• Previous experience in a 1st Line Support, Service Desk or Technical Support role
• lGood understanding of networking fundamentals including routing, switching, TCP/IP and connectivity troubleshooting
• Experience using ITSM/ticketing systems in an SLA-driven environment
• Strong customer service and communication skills
• A networking certification such as Cisco CCNA, CompTIA Network+ or Juniper JNCIA, or currently working towards one

Desirable:

• ITIL Foundation
• Experience within a Managed Service Provider (MSP) environment
• Exposure to Cisco, Juniper, Fortinet or Palo Alto technologies
• Experience with network monitoring and alerting tools

What's on Offer

• On-call allowance
• Remote working with occasional customer site visits
• Ongoing training and certification support
• Clear career progression into 2nd Line Network Support