# Senior Service Desk Analyst

**Company**: Biffa
**Location**: High Wycombe, England
**Experience**: senior
**Job type**: Full-time
**Category**: IT
**Industry**: Waste Management
**Wikidata**: https://www.wikidata.org/wiki/Q4904749

**Apply**: https://apply.workable.com/j/81F0DFF200?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f746353f-513

## Description

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.

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.

## Skills

### Required
- Service Desk experience
- Troubleshooting
- Ticket management
- Windows
- Microsoft 365
- Exchange
- TCP/IP
- Remote support tools
- ServiceNow
- Technical documentation
- Communication
- Problem-solving

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Source: [Apply at apply.workable.com](https://apply.workable.com/j/81F0DFF200?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)