Desktop Support Analyst

Salary: £38,000 - 78,000 per year

Requirements

• Previous experience in a 1st Line Support, Service Desk or Technical Support role
• A strong 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
• Desirable: Experience within a Managed Service Provider (MSP) environment
• Desirable: Exposure to Cisco, Juniper, Fortinet or Palo Alto technologies
• Desirable: Experience with network monitoring and alerting tools

Responsibilities

• 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

Technologies

• Cisco
• Hardware
• Support
• ITIL
• ITSM
• Network
• Security
• TCP/IP

More

We are a leading managed services provider and are looking for a Destop Support Analyst to join our growing support team. 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. We offer an on-call allowance, remote working with occasional customer site visits, ongoing training and certification support, and clear career progression into 2nd Line Network Support.

last updated 35 week of 2026