Senior Service Desk Analyst

Senior Service Desk Analyst – Help Deliver Outstanding IT Support

Are you an experienced Service Desk professional looking to take the next step in your IT career? As a Senior Service Desk Analyst, you'll play a key role in delivering excellent technical support across Peabody, acting as an escalation point for the Service Desk team while supporting the Service Desk Team Leader to drive performance, service excellence and continuous improvement. Working closely with colleagues across IT, you'll help ensure incidents and service requests are resolved efficiently, customers receive a high-quality service and IT processes are consistently followed.

• Provide senior-level first-line support and act as an escalation point for Service Desk Analysts.
• Support the Service Desk Team Leader in driving performance, service improvements and knowledge sharing across the team.
• Manage incidents and service requests throughout their lifecycle, ensuring SLA targets and customer expectations are met.
• Assist with Major Incident management, problem resolution and communication with stakeholders.
• Maintain and improve knowledge base documentation, processes and ITIL best practices.
• Work closely with 2nd Line, Infrastructure and wider IT teams to deliver excellent customer outcomes.

• Experience working within a busy IT Service Desk environment.
• Strong experience using Service Now and managing Incident and Request workflows.
• Experience handling Major Incidents and working within an ITIL framework.
• Excellent customer service, communication and problem-solving skills.
• Ability to mentor colleagues and confidently support technical escalations.
• Relevant industry certifications such as CompTIA, Service Desk Institute (SDI) or similar.

When you join Peabody, you're joining a team guided by our values:

Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together.

This role is primarily office-based.