Senior Service Desk Analyst

As a Senior Service Desk Analyst, you'll provide 1st line IT support across the group, ensuring incidents are resolved efficiently and within agreed SLAs. Acting as the first point of escalation for the team, you'll support colleagues with technical queries, help train new starters and ensure a consistent, high-quality service is delivered to our internal customers.

The Service Desk's opening hours are 7am-6pm, Monday to Friday. One of the Senior Service Desk Analysts will have to cover the early shift (07:00 to 15:30) and the other Senior Service Desk Analysts will have to cover the late shift (09:30 to 18:00).

Your core responsibilities

• Act as the first point of contact for IT issues, ensuring all incidents and requests are accurately logged in ServiceNow and users receive excellent customer service.
• Monitor and manage response and resolution SLAs, ensuring tickets are correctly prioritised, assigned, escalated and resolved within agreed timescales.
• Manage high-priority tickets and major incidents, identifying potential problems and producing incident reports where required.
• Proactively review aged tickets, support Service Desk Analysts with complex technical issues and help reduce overall ticket volumes.
• Provide guidance, training and technical support to Service Desk Analysts, while carrying out 1st line support duties as required.
• Drive continuous improvement across Service Desk processes and knowledge articles, maintaining strong relationships with colleagues, stakeholders and third-party suppliers.

Our essential requirements

• Experience in a Service Desk environment supporting a range of technologies.
• Strong troubleshooting skills, with a focus on first-call resolution and known fixes.
• Experience managing tickets, SLAs and KPIs within a customer-focused IT support environment.
• Knowledge of Windows, Microsoft 365, Exchange, TCP/IP and remote support tools.
• Experience using ticketing systems and creating technical documentation.
• Excellent communication and problem-solving skills, with the ability to work under pressure, use initiative and work effectively within a team.