Service Desk Analyst

Looking to kick-start or grow your career in tech?

At Giacom, we power the UK's technology channel through a platform that brings together Cloud, Comms, Hardware and Billing all in one place. We help our partners deliver the technology that keeps businesses connected, productive and secure.

As our business continues to grow, we're on the lookout for a Service Desk Analyst to join our Tech Support team in Hessle. You'll work alongside experienced colleagues, develop your technical skills, and make a real impact from day one.

This specific Service Desk Analyst Role, will investigate and resolve issues with Microsoft Modern Workplace technologies, this includes Microsoft 365, Azure, Exchange Online, Teams and SharePoint.

What you'll be doing

• Provide professional, technically credible support to MSP and Partners across telephone, live chat and ticket-based channels.
• Own incidents, service requests and product queries from triage to resolution or formal handover, maintaining accurate records and timely partner communication throughout.
• Investigate and resolve complex issues across the assigned Modern Workplace or Email, Backup & Security portfolio using structured troubleshooting and sound technical judgement.
• Use approved administrative portals, delegated access, diagnostic tools, documentation and knowledge resources to validate reported issues and complete testing wherever access permits.
• Gather and document high-quality technical evidence, troubleshooting history, configuration findings and business impact to support effective internal or vendor escalation when required.
• Resolve cases directly wherever possible and coordinate with senior colleagues, internal teams, Microsoft and third-party vendors while retaining ownership of the partner experience.

Skills & Experience Required

• Experience in a technical support, service desk, cloud support or managed services environment, with responsibility for investigating and progressing customer incidents or service requests.
• Strong technical aptitude and a demonstrable ability to troubleshoot methodically across interconnected cloud services, configurations and administrative platforms.
• Clear written and verbal communication skills, with the confidence to support technically capable partners and translate complex findings into concise, practical guidance.
• Strong ownership and case-management skills, including accurate documentation, prioritisation, follow-up and coordination with other teams or vendors.

Desirable Technical Awareness

Working knowledge of one or more Microsoft cloud services such as Microsoft 365, Entra ID, Exchange Online, Teams, SharePoint, Intune or Azure, would be highly beneficial.

What's in it for you?

• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.