Service Desk Analyst

About us

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.

Life At Ingleton Wood

is busy but great fun we work hard and we play hard. There is a huge emphasis on teams and working collaboratively both professionally and socially.

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

To see a real time view of what we are up to check our social channels

You can expect

• Opportunities for flexible and remote working we understand a work life balance helps us all.
• Holiday entitlement of 25 days plus bank holidays with long service recognition and festive shutdown.
• Opportunities for personal and professional growth in a supportive environment including in-house coaching and mentoring.
• Competitive salaries with regular review and benchmarking to ensure fair pay. We are a real living wage employer.
• Competitive Company Pension Scheme.
• Health cash plan scheme.
• Professional membership support
• Family policies
• Great office team building events and fully expensed seasonal social events.
• Cycle to work Scheme.
• On-site parking facilities (excluding London office)
• Season Ticket Loan (if applicable)
• Death in service benefit.
• Early Finish incentives when the Practice targets are hit.
• Additional leave allocated for volunteering (up to 2 days).

• Health & Mental Wellness Programs.
• Employee Referral Scheme.
• Employee working groups

The role...

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. Youll 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

Were committed to building a diverse inclusive and authentic workplace where everyone can be their best so if youre excited about this role but your experience doesnt 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.

To discover more about life at Ingleton Wood please visit our website Experience:

Senior IC