Senior Service Desk Analyst

Job Summary: Senior Service Desk Analyst – Epsom / Hybrid Bring your expertise. Make your impact. Grow with us. Are you ready to take the next step in your IT support career? We’re looking for a passionate, proactive, and technically skilled Senior Service Desk Analyst to join our team in Epsom (with hybrid working options). This is more than just a support role — it’s an opportunity to be part of a team that’s redefining how exceptional IT service is delivered. You’ll handle a mix of 1st and 2nd line queries, contribute to team leadership, and help drive continuous improvement across our Service Desk. Job Description: What You\’ll Be Doing Be the trusted point of contact for customers via phone, email, and self-service portal Provide 1st and 2nd line support, resolve escalations, and help drive timely issue resolution Perform root cause analysis and raise enhancement requests to improve customer experience Execute server maintenance, SaaS deployments, and upgrades. Support TechOps projects (e.g., Disaster Recovery, SQL upgrades) and l iaise with third-party suppliers on technical issues. Maintain knowledge base articles and documentation that empower both users and your team Participate in daily stand-ups, contribute ideas, and support junior colleagues What We\’re Looking For Experience in customer-facing IT support (both 1st and 2nd line) Strong understanding of IT Service Management (ITSM) platforms Excellent problem-solving and communication skills — you’ll be confident talking to users and writing clear solutions Apache Tomcat (server admin, deployment). Microsoft SQL Server (basic queries) . Knowledge of SSRS/SSIS a plus. SaaS application support. Calm under pressure and always professional in approach Comfortable with Microsoft 365 and standard service desk tools ITIL Foundation certification and a degree (2:2 or above) in a relevant field Why Join Us? Be part of a collaborative, forward-thinking team that takes pride in its work Make a real impact in a growing organisation where your voice is heard Take advantage of career progression opportunities — we’re serious about developing our people Enjoy a hybrid working model that supports work-life balance Contribute to an environment where innovation is encouraged, and ideas become solutions Role Details Location: Epsom / Hybrid Hours: 37.5 per week, Monday–Friday (rota covering 08:30–17:30) Reporting to: Technical Operations Manager Salary: £28,000–£30,000 Worker Type: Regular Number of Openings Available: 1 #J-18808-Ljbffr