Service Desk Analyst

The Senior Service Desk Analyst provides high-quality technical support to customers and end users while acting as a senior point of escalation within the Service Desk.

The role combines hands-on technical troubleshooting with greater responsibility for incident ownership, service quality and supporting the development of other analysts. You will take ownership of more complex issues, help drive incidents through to resolution and ensure customers receive clear, professional and proactive communication throughout their support experience.

This is an ideal role for an experienced Service Desk Analyst who wants to develop their technical capability, take on greater responsibility and progress towards technical specialist or leadership opportunities.

• Provide high-quality 1st and 2nd line technical support across a range of end-user technologies.
• Take ownership of more complex incidents and service requests escalated by Service Desk Analysts.
• Troubleshoot hardware, software, connectivity, access and Microsoft 365 related issues.
• Drive incidents through to resolution, engaging resolver teams and technical specialists where required.
• Maintain clear, accurate and timely updates within the ITSM platform.
• Identify recurring incidents and contribute to problem management and root-cause analysis.
• Support Priority and Major Incident activity when required.

• Deliver a professional, helpful and consistent customer experience across telephone, portal, email and other support channels.
• Take ownership of customer issues rather than simply passing tickets between teams.
• Communicate technical information clearly to both technical and non-technical users.
• Manage customer expectations effectively, particularly during complex or prolonged incidents.
• Support the resolution of escalated customer concerns.

• Act as a senior point of support for Service Desk Analysts.
• Provide coaching and practical guidance to colleagues on troubleshooting, ticket quality and customer communication.
• Share technical knowledge and encourage collaborative problem solving across the team.
• Support the onboarding and development of new analysts.
• Help identify knowledge or capability gaps within the Service Desk.
• Demonstrate the behaviours and service standards expected across the wider team.

• Identify opportunities to reduce repeat contacts and improve first-contact resolution.
• Contribute to the creation and maintenance of knowledge articles and troubleshooting guides.
• Support automation and self-service initiatives by identifying repeatable or high-volume activities.
• Highlight recurring trends, ticket drivers and opportunities for permanent resolution.
• Support improvements to Service Desk processes and ways of working.

• Work within agreed service levels and operational targets.
• Maintain a high standard of ticket ownership, documentation and classification.
• Support queue management during periods of increased demand.
• Proactively identify ageing or at-risk tickets and help drive them towards resolution.
• Support Team Leaders with maintaining operational standards across the Service Desk.

Please note, applicants must have the legal right to work in the UK at the time of application.

• Previous experience working within an IT Service Desk, Helpdesk or technical support environment.
• Strong troubleshooting and analytical skills.
• Experience supporting Microsoft Windows and Microsoft 365 environments.
• Good understanding of Active Directory and user/access management.
• Experience working with an ITSM or ticket management platform.
• Strong understanding of incident and service request management.
• Excellent written and verbal communication skills.
• Strong customer service mindset with the ability to take ownership of issues.
• Ability to prioritise effectively in a busy operational environment.
• Experience supporting or coaching less experienced colleagues.

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history…