Job Description

Senior Service Desk Analyst

Location: Billericay / Hybrid

Salary: Competitive

Contract Type: Permanent

Working Hours: 40 hours per week, Monday-Friday

Help keep our people connected, supported and productive.

At Ground Control, technology plays a vital role in how we operate. We're looking for a Senior Technical Support Analyst to join our growing IT team, providing advanced technical support, acting as an escalation point for colleagues, and helping us continuously improve our IT services.

This role is ideal for someone with a strong technical support background who enjoys troubleshooting complex issues, supporting end users and sharing knowledge with others. You'll work closely with the wider IT team, support our Microsoft 365 environment and contribute to service improvements that enhance the experience of colleagues across the business.

What you'll do

In this role, you'll provide technical support across a range of systems, applications and devices, helping ensure our colleagues can work safely, efficiently and without disruption.

• Take ownership of complex technical issues, providing effective resolutions while delivering a high standard of customer service.
• Act as an escalation point for Technical Support Analysts, offering guidance and sharing knowledge where needed.
• Support the administration and ongoing development of Microsoft 365 services, including Exchange Online, Teams, SharePoint and Entra ID.
• Assist with the management of endpoint technologies, including Microsoft Intune and Windows Autopilot.
• Investigate recurring issues, identify root causes and contribute to long-term improvements that enhance service delivery.
• Support user access, device compliance, MFA and other security-related processes.
• Contribute to IT projects, system upgrades and continuous improvement initiatives across the business.
• Work collaboratively with colleagues, suppliers and stakeholders to deliver a positive and efficient support experience.
• Assist with process improvements and automation opportunities to reduce manual effort and improve consistency across the IT function.

What you'll get

• The opportunity to develop your technical skills within a supportive and collaborative IT team.
• Exposure to a broad range of technologies, including Microsoft 365, endpoint management and cloud-based services.
• The chance to contribute ideas and improvements that make a real difference to how IT services are delivered.
• Ongoing learning and development opportunities to help you grow your career.
• A varied role supporting colleagues across a dynamic and growing business.
• A culture that encourages collaboration, knowledge sharing and continuous improvement.

What we're looking for

• Previous experience in a Senior Technical Support, IT Support or 2nd/3rd Line Support role.
• Strong troubleshooting and problem-solving skills across Microsoft technologies, hardware, software and end-user support.
• Experience supporting Microsoft 365 applications and services, including Exchange Online, Teams and SharePoint.
• Experience working with user account administration and identity management, ideally within Entra ID.
• Exposure to endpoint management tools such as Microsoft Intune and Windows Autopilot.
• Experience supporting endpoint security, VPNs and remote access technologies.
• Knowledge of PowerShell or other automation tools would be advantageous.
• A proactive approach to resolving issues and improving processes.
• Excellent communication skills with the ability to support and engage colleagues at all levels.
• Knowledge of ITIL or IT Service Management principles would be beneficial.
• Relevant Microsoft, CompTIA or ITIL certifications would be advantageous.

Benefits:

• Competitive salary – aligned with your skills and experience
• Pension scheme – helping you plan for the future
• Recognition schemes – celebrating and rewarding great work
• Private GP service – fast, convenient access to medical support
• Life insurance – providing added peace of mind
• Subsidised gym membership – supporting your health and wellbeing
• Holiday buy scheme – purchase up to 5 additional days of annual leave

Equal Opportunities Statement

At Ground Control, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered to thrive. We believe that diversity drives innovation and success, and we welcome applications from individuals of all backgrounds, experiences, and perspectives.

We are proud to be an equal opportunities employer. We do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality, ethnic or national origin), religion or belief, sex, sexual orientation, or any other protected characteristic as defined in the Equality Act 2010.

We actively support and promote an inclusive culture, ensuring fair and equitable treatment throughout the recruitment process and across all stages of employment, including training, development, promotion, pay, and termination. We are committed to providing reasonable adjustments for disabled applicants and employees, and to creating a working environment free from discrimination, harassment, bullying, or victimisation.

We expect all colleagues to uphold our values of dignity, respect, and inclusion. We take a zero-tolerance approach to any form of discriminatory behaviour and are committed to continuous improvement through training, inclusive policies, and accountability at all levels. #CFIT

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