Senior Service Desk Analyst

Reporting to the Service Delivery Team Leader, you will play a key role in delivering high-quality IT support across the business. Responsible for managing and resolving complex incidents and service requests within agreed service levels, you will act as a senior escalation point for the Service Desk, providing expert technical support for end‑user devices, applications, and infrastructure services.

You will take ownership of challenging technical issues, support the development of colleagues through knowledge sharing and mentoring, and contribute to continuous service improvement initiatives. This is a highly technical and fast‑paced Service Desk environment, offering exposure to a broad range of technologies and business‑critical systems. The role is ideally suited to an experienced Service Desk professional who is looking to further develop their technical expertise while taking on greater responsibility and leadership within the team.

• Act as the primary escalation point for analysts, providing technical expertise, guidance and support
• Deputise for the Team Leader when required, ensuring continuity of service and effective team coordination
• Work with Team Leader to plan team resource and identify gaps in support & training
• Manage and enforce asset lifecycle processes, ensuring the accurate tracking, auditing and governance of IT assets in accordance with company standards
• Actively participate in onboarding new services into Service Desk
• Provide professional technical support to end users through multiple channels, including email, telephone and face‑to‑face interactions, delivering a high standard of customer service
• Take ownership of technical incidents and service requests from inception through to resolution, coordinating with third‑party suppliers and internal teams where necessary.
• Configure, deploy and support end‑user devices, including Windows, macOS and mobile devices, ensuring compliance with security and operational standards
• Image configuration & maintenance for laptops/PCs and application packaging & deployment for end‑user devices
• Design, configure and support device management policies, application deployments and automated remediations, demonstrating a competent level of Power Shell scripting and endpoint management expertise
• Support & configuration of AV Equipment on the premises
• Maintain and update working documents, specifically asset registers & knowledge articles/guides
• Logging calls via telephone and gathering sufficient details for resolution by the relevant person

Ensure that all duties are carried out with the aim of protecting customers and improving customer experience. Supporting and enabling the business to achieve its regulatory requirements, including consumer duty.

• Strong customer focus, demonstrated through an excellent telephone manner and the way in which problems / issues are handled and resolved
• Excellent problem solving and analytical skills, evidenced via previous work experience or technical / scientific qualifications
• Ability to work and communicate with people at all levels
• Administration of systems including troubleshooting of MS InTune, M365 Admin Suite, Active Directory/Azure Active Directory and other Microsoft administrative tools
• Experience in application packaging, testing and deployment
• Knowledge of Windows Autopilot
• Knowledge and experience of Windows 11 & Windows Server, macOS and iOS
• Ability to set up and configure PCs and Laptops
• An active knowledge of information technology, and a passion for keeping up to date with the latest technologies. Desire to learn new skills and progress professionally
• Positive approach to new problems
• Flexible and adaptable
• Ability to work under own initiative as well as part of a team

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