Service Desk Analyst

Service Desk Analyst

Ingleton Wood is a value-led, people focussed practice providing clients with inspirational and practical design solutions; we exist to improve the communities in which we all live and work. Originally established in 1935, we are a dynamic multi-disciplinary property and construction consultancy, providing a wide range of services across many industry sectors, including commercial, education, defence, residential and more.

We develop long term relationships with clients, adding value at every stage of development. We are one of a few medium-sized consultancies offering integrated design and technical expertise.

We have a nationwide presence with offices located across the UK. We plan to open further sites in the future to develop our national service.

We bring people together to improve the quality and sustainability of the built environment through our expert knowledge in delivering local solutions for global issues. A sentiment underpinned by our shared vision of solving global challenges one building at a time, and supported through our values:

• We are progressive
• We collaborate
• We support
• We take ownership

We are currently recruiting for a Service Desk Analyst to join our IT team in Colchester. This is a key role within the Practice, supporting the delivery of reliable, secure IT services across the business. You'll take ownership of support requests end-to-end within a collaborative IT team, working across a broad range of technologies in a Microsoft 365 hybrid environment. This role is suited to an experienced Service Desk Analyst who enjoys hands-on support, structured troubleshooting, and exposure to wider IT infrastructure and project work.

Please Note: This role may be subject to Disclosure and Barring Service, Baseline Personnel Security Standard, Counter Terrorist Check, Security Check, or Developed Vetting clearance.

The selected candidate will…

• A varied, hands-on Service Desk role with full ownership of tickets from initial contact through to resolution
• Exposure to a modern Microsoft 365 hybrid environment, including identity, collaboration, endpoint management, and security tooling
• Work closely with the Network Engineer and IT Manager, gaining exposure to infrastructure, networking, and technical decision-making
• Involvement in IT projects such as system upgrades, migrations, security hardening, hardware refresh initiatives, and continuous improvement work
• Ongoing learning and development, with support for training and IT certifications
• A collaborative, close-knit IT team where your input is visible and valued
• Act as the first point of contact for IT incidents and service requests, managing them through to resolution in the ITSM system
• Provide support across Windows, Android, iOS devices, Microsoft 365 services, business applications, and core IT systems
• Troubleshoot within a Microsoft 365 hybrid environment, including user accounts, access management, Exchange Online, Teams, SharePoint, Intune, and endpoint protection
• Manage joiners, leavers, and role changes, ensuring secure and timely access provisioning
• Install, configure, and maintain IT hardware and software in line with practice standards Monitor systems and respond to security alerts, supporting MFA, device compliance, and access controls
• Support ISO 27001-aligned processes, working with internal stakeholders including HR, Finance, and Compliance
• Contribute to IT improvements, problem management, and project deliver.

Essential skills, experience and attributes...

• Minimum of 2 years' experience in a Service Desk or IT support role within a Windows/Microsoft environment
• Strong troubleshooting skills with a logical, structured approach to problem solving · Confident supporting employees at all levels with clear and professional communication
• Ability to manage a varied workload and prioritise effectively in a busy environment · A proactive, customer-focused mindset with strong ownership of issues
• Strong organisational skills with the ability to prioritise and manage multiple issues effectively
• A proactive, customer-focused approach to IT support
• GCSEs (or equivalent) in Maths and English at grade 4/C or above
• Ability to travel between practice sites as required, sometimes at short notice.

Desirable skills, experience and attributes...

• Experience with Microsoft 365 administration, endpoint management systems and software packaging (RMM, MDMs)
• Understanding of networks/security and scripting fundamentals (Subnets, VLANs, firewalls, PowerShell automation)
• Familiarity with IT governance (ISO 27001 and Cyber Essentials)
• IT certifications (CompTIA, Microsoft, Cisco) or commitment to ongoing professional development
• A curious, analytical approach with strong attention to detail
• A collaborative team player with a calm and professional manner

We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.