Senior Service Desk Analyst

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

The Senior Service Desk Analyst provides senior technical and operational capability within the Service Desk Operations function, supporting customers across a range of Managed Services environments.

The role is responsible for taking full ownership of assigned Incidents and Requests, including more complex or sensitive issues, ensuring they are investigated, progressed, resolved or escalated appropriately. The Senior Service Desk Analyst is expected to bring strong technical knowledge, sound judgement and a consistent focus on service quality and customer outcomes.

In addition to managing their own workload, the role provides technical guidance and peer support, helps maintain operational standards and leads by example. The Senior Service Desk Analyst plays an important part in ensuring the Service Desk operates with the discipline, consistency and care expected of a professional MSP.

• Take full ownership of assigned Incidents and Requests from initial investigation through to resolution, fulfilment or appropriate escalation.
• Provide effective technical support across customer environments, following agreed processes, procedures, service levels and customer commitments.
• Investigate and resolve more complex or sensitive issues within the scope of the Service Desk, using sound technical judgement and structured troubleshooting.
• Ensure tickets are accurately categorised, prioritised, documented and progressed throughout their lifecycle.
• Maintain clear ownership of actions, customer communication, technical investigation and next steps.
• Recognise when an issue cannot be resolved within the Service Desk and ensure it is escalated to the correct resolver team with the right information and evidence.
• Monitor assigned work and take action where tickets are ageing, stalled, approaching SLA breach or at risk of impacting the customer.
• Maintain responsibility for the customer experience even when an issue has been escalated elsewhere.

• Provide professional, clear and timely communication throughout the Incident or Request lifecycle.
• Build customer confidence through ownership, technical credibility, accurate information and consistent follow-through.
• Understand the impact of technical issues on the customer, their users and the wider service.
• Set realistic expectations and ensure customers are kept informed when progress, ownership or timescales change.
• Manage difficult or sensitive interactions calmly and professionally.
• Ensure customer commitments and service levels are understood and reflected in day-to-day activity.
• Identify and raise risks to service quality, customer experience or operational performance at the earliest opportunity.

• Work consistently within the Service Operations Manual, Service Operations Procedures, Service Desk standards and agreed customer ways of working.
• Maintain high standards of ticket quality, documentation, categorisation, prioritisation and ownership.
• Follow the agreed Incident, Request, Knowledge, Problem and Change processes and understand how Service Desk activity contributes to the wider service.
• Use Service Now and other approved tools correctly and consistently to maintain accurate operational information.
• Identify ageing, recurring, misrouted, incorrectly prioritised or poorly documented work and take appropriate action.
• Support effective queue management and contribute to the achievement of SLA, KPI and customer performance targets.
• Recognise operational risk and elevate issues where service quality, customer commitments or team performance may be affected.
• Maintain a disciplined and organised approach to workload management, handovers and shift responsibilities.

• Create, maintain and improve knowledge articles, technical documentation, work instructions and known-error information.
• Identify recurring incidents, avoidable contacts, knowledge gaps and opportunities for shift-left or improved first-time…