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.

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.