Senior IT Service Desk Analyst

At Unite Students, we create a Home for Success by leveraging technology to empower students to thrive in their university journey.

As a Senior IT Service Desk Analyst, you will serve as a key technical expert within the IT Service Desk team, handling escalated issues and driving quality service delivery. Your role will involve managing complex incidents, providing guidance to the team, and supporting ongoing improvements to enhance service efficiency and customer satisfaction. You will work closely with other IT teams to ensure effective incident, problem, and service management, aligning with ITIL best practices.

This position is central to delivering excellent customer service, optimising support processes, and helping to develop junior team members skills in troubleshooting and IT service operations.

The IT Service Desk is the central point of contact for all IT incidents and service requests within Unite Students. As such, the role demands a focus on delivering excellent customer service while effectively troubleshooting technical issues, improving processes, and mentoring junior team members.

You will be joining a fast-growing, technology-focused company that is a market leader in its field. The role offers not only a chance to work in an innovative environment but also substantial opportunities for professional growth. We emphasise training and development, providing various resources to help you enhance your skills and advance your career. There are clear paths for internal promotions, allowing you to build a rewarding career with us.

What You`ll Be Doing

• Maintain a high level of service that consistently puts the customer`s needs first, ensuring clear communication and resolution.

• Efficiently prioritise and manage incidents, service requests, and project work to meet SLAs and business needs.

• Serve as the primary IT contact for cross-functional teams, including digital and infrastructure, to align service with their needs.

• Represent the IT Service Desk in meetings and decision-making, supporting leadership when required.

• Identify and address the root causes of repeat incidents, implementing solutions or automation to prevent recurrence.

• Collaborate on process improvements and support service desk projects to enhance efficiency and service quality.

• Keep technical documentation current and accessible, enabling team knowledge sharing and consistent resolution approaches.

• Mentor junior team members, aiding in skill development and knowledge transfer within the team.

• Technical Expertise: Advanced support experience with Windows 10/11, Intune/Endpoint Management, Azure, Active Directory, Office 365, LAN/WAN networking, and client-side security tools.

• Service Management Proficiency: Familiarity with IT Service Management (ITSM) tools, such as Manage Engine or ServiceNow, with a good understanding of ITIL principles and best practices.

• Mentoring Skills: Proven experience in guiding and mentoring team members, fostering a supportive and collaborative work environment.

• Problem-Solving Abilities: Strong analytical skills and a proactive approach to identifying root causes and continuous improvement.

• Communication and Customer Service: Excellent customer service orientation with strong communication skills, ensuring positive interactions with users and stakeholders.

• Flexibility & Travel: Willingness to travel occasionally to various locations as required to support the service desk team and associated projects.

Other Skills and Certifications

• Relevant certifications, such as ITIL, A+, N+, or Microsoft certifications, are highly valued.

• Competence in PowerShell scripting for automation and experience with property-specific technologies (e.g., CCTV, access control) is advantageous.

• A discretionary annual bonus so you can share in the company`s success

• 25 days` paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service

• A generous pension scheme – employer contributions between 5% and 11% depending on how much you save

• Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends

• Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents

• Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more!