Senior Service Desk Analyst

What will you be doing?

• Serve as the front-line support for users, addressing issues that cannot be resolved through automation or self-service tools
• Engage with users to understand the intricacies of their concerns, applying a personal touch to ensure user comfort and clarity
• Support the Service Desk with escalations, providing guidance, technical expertise, and coaching to help resolve complex or repeat issues effectively
• Provide day-to-day coaching to Service Desk colleagues, supporting consistent ticket handling, clear escalation notes, and high-quality resolution updates
• Work within a cross functional problem management team that looks to identify root causes of ongoing issues
• Recognise trends and recurring patterns across incidents, requests, and escalations, using insight to highlight root causes and reduce repeat demand
• Proactively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm
• Identify and champion continual improvement opportunities, improving ways of working, service processes, documentation, and handoffs between teams
• Document, prioritise, and track incidents and requests in the service desk system, emphasising the diagnostic steps and coordination efforts taken
• Contribute to the creation and upkeep of knowledge articles, especially focusing on areas where automation enhancements or personal touches are highlighted
• Use insight from escalations to improve knowledge articles, self-service content, and Service Desk guidance
• Take personal responsibility to stay updated on technological advancements, understanding where human intervention remains essential

• 2–3 years’ experience in a senior service desk or technical support role, with a focus on problem-solving, incident coordination and supporting users in an increasingly automated environment
• Strong problem-solving skills, particularly in resolving complex issues that cannot be addressed through standard automation or self-service processes
• Strong experience with Microsoft end user computing technologies, including:
  Windows operating systems (for example, currently supported Windows desktop versions), Microsoft applications, printing and local-area networking Microsoft Intune, including application packaging, device build and deployment processes, and Windows Autopilot / out-of-box experience (OOBE) Microsoft Entra  (formerly Azure Active Directory), including account provisioning and de-provisioning, access and permissions management Service desk ticketing systems, including workflow configuration and supporting modules such as a configuration management database (CMDB)

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Industry certifications such as CompTIA (e.g. A+, Network+) and Microsoft (eg Azure, M)
• Proficiency with Generative AI (e.g. ChatGPT) to solve problems, learn, boost productivity etc

To be successful in this role, you will demonstrate:

• Human-Centric Technical Proficiency: Displays an understanding of IT principles, emphasising solutions that pair automation with a personal touch
• Communication Excellence
  :
  Conveys complex solutions in a user-friendly manner, ensuring clear understanding and emphasising the human aspect of support
• Empathy and Patience: Demonstrates understanding and patience, especially when dealing with users who may have issues that transcend automated solutions
• Cross-Functional Coordination: Efficiently coordinates across departments, recognizing when multiple teams are needed for holistic solutions
• Adaptability: Flexibly switches between automated tools and traditional methods, understanding when each approach is most appropriate
• Continuous Learning: Stays updated on technological advances and understands where the human touch remains irreplaceable in a growingly automated landscape

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