Senior Service Desk

Senior Service Desk Analyst

Reports To:

Incident Manager.

Location:

Huntingdon.

The Service Desk Analyst provides expert‑level technical support as the primary escalation point for the First Line team, working proactively to ensure all SLAs are met and customer satisfaction remains high. Serving as a key partner to the Incident and Service Delivery Managers, the analyst maintains the integrity of all records within the Manage Engine ITSM system while bridging the gap between technical teams and non‑technical stakeholders.

• Assist and support the Incident Manager, proactively leading and motivating the Junior Service Desk Analysts, ensuring a culture of high performance, strong engagement and commitment to continual improvement.
• Administer and optimise Service Desk Plus (SDP), including the design of complex Request Life Cycles (RLC) and visual workflows.
• Oversee the full Incident & Request life cycle from initial capture through to closure in line with agreed service levels and ITIL best practice.
• Identify Major Incidents, communicate to the Incident Manager and liaise with external stakeholders.
• Help and mentor Service Desk Analysts through escalations and by sharing experience and knowledge.
• Develop custom dashboards and scheduled reports using Analytics Plus to track KPIs such as SLA compliance and ticket trends.
• Develop and suggest Continuous Service Improvement (CSI) to the Incident Manager.

• Deep administrative experience with Service Desk Plus (Cloud or On‑Premise), AD Manager Plus, and Endpoint Central.
• Ability to build IF/THEN conditions, Wait Nodes, and Approval Stages within the SDP Workflow Editor.
• Expert knowledge of Active Directory, including GPOs and nested group permissions.
• Experience using API keys / authentication tokens to link Manage Engine products or connect to third‑party apps such as Slack or Jira.

• ITIL v4 Foundation certification and preferably a Manage Engine Certified Professional designation.
• Strong communication skills; ability to train junior staff on Manage Engine best practices and KB creation.
• Experience working well in a close team and liaising with external stakeholders.
• Good written and verbal communication ability.
• Ability to author in‑depth knowledge articles for users at different levels.

• Pay range: £34,800.00–£43,500.00.
• Contributory pension scheme.
• Private medical insurance.
• 33 days annual leave (including public and privilege holidays).
• Access to flexible benefits such as life assurance, health schemes, gym memberships, annual buy‑and‑sell holidays and a cycle‑to‑work scheme.
• Flexi‑Time.

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.