At a Glance
- Tasks: Resolve complex tech issues and provide top-notch support to clients.
- Company: Join a dynamic IT company with a focus on innovation and teamwork.
- Benefits: Enjoy competitive pay, gym discounts, life insurance, and private medical cover.
- Other info: Great culture, continuous learning opportunities, and a commitment to diversity.
- Why this job: Make a real impact by mentoring others and driving tech solutions.
- Qualifications: 5+ years in IT support and strong troubleshooting skills required.
The predicted salary is between 45000 - 55000 £ per year.
The Sr. Enterprise Service Desk Analyst is a senior member of the Service Desk team responsible for resolving complex technical issues, owning escalations, and delivering high‑quality, white‑glove support to clients. This role serves as the primary escalation point for ESD Analysts and is responsible for driving issue resolution across endpoint, cloud, and core systems. In addition to advanced troubleshooting, this role provides mentorship, improves service desk effectiveness, and ensures a consistent, high standard of client experience.
Responsibilities
- Escalation & Advanced Support (Primary Focus)
- Serve as the primary escalation point for ESD Analysts on complex or high‑priority issues.
- Own and resolve advanced technical issues, including cross‑system and non‑standard problems.
- Take ownership of aging, high‑impact, or stalled tickets to drive resolution.
- Exercise independent judgment in determining root cause and appropriate resolution or escalation path.
- Act as the final escalation point within the Enterprise Service Desk before engaging engineering teams when necessary, ensuring complete context and troubleshooting.
- Communicate clearly with clients on issue status, timelines, and resolution plans.
- Participate in Sr. Analyst on‑call rotation as needed.
- Technical Troubleshooting
- Troubleshoot and support Microsoft 365 (Teams, SharePoint, OneDrive, Outlook, Entra ID).
- Active Directory (users, groups, permissions).
- Endpoint management tools (Intune, device compliance, patching).
- Email security platforms (Mimecast, Proofpoint, Defender).
- Citrix (publishing/managing applications, troubleshooting sessions).
- Diagnose and resolve networking issues (DNS, DHCP, TCP/IP, connectivity).
- Troubleshoot virtual environments (VMware, Hyper‑V, Proxmox) from an operational perspective.
- Investigate and resolve escalated system alerts and performance issues.
- Mentorship & Service Desk Leadership
- Provide day‑to‑day guidance and support to ESD Analysts.
- Assist in prioritizing and managing the service desk queue.
- Review escalated tickets for completeness and troubleshooting quality.
- Promote best practices in troubleshooting, documentation, and client communication.
- Contribute to onboarding and ongoing development of team members.
- Service Delivery & Operations
- Deliver white‑glove technical support via phone, email, and remote sessions.
- Maintain accurate and detailed documentation in ticketing and knowledge systems.
- Ensure adherence to SLAs, KPIs, and service delivery standards.
- Identify trends and recurring issues and recommend improvements.
- Participate in process and documentation improvements.
- Infrastructure & Engineering Collaboration
- Support troubleshooting efforts involving servers, cloud services, and network infrastructure.
- Collaborate with engineering teams on escalated issues and major incidents.
- Assist with system changes, upgrades, and maintenance activities as needed.
- Support implementation of security measures such as MFA and endpoint protection.
Skills
- 5+ years of experience in IT support, service desk, or systems support roles.
- Strong troubleshooting skills across endpoint, Microsoft 365, and user environments.
- Experience with Microsoft 365 ecosystem, Active Directory & identity management, endpoint management tools (Intune), networking fundamentals (DNS, DHCP, TCP/IP), virtualization platforms (VMware/Hyper‑V).
- Excellent communication and client service skills.
- Strong documentation and process‑oriented mindset.
- Ability to manage multiple escalations and priorities effectively.
Qualifications
- Degree in IT or related field (or equivalent experience).
- Relevant certifications (Microsoft, CompTIA, etc.).
- Experience in MSP or client‑facing environments.
Key Traits
- Strong ownership mindset and accountability.
- Ability to operate independently in complex situations.
- Calm and effective under pressure.
- Collaborative and team‑oriented.
- Committed to continuous learning and improvement.
What You Can Expect
- Great annual leave entitlement plus bank holidays.
- Gym discount.
- Life insurance.
- Comprehensive travel insurance for you and your family in line with scheme rules.
- Confidential well‑being and counselling support.
- Competitive compensation.
- Commission eligible.
- Contributory pension scheme.
- Company events.
- Private Medical and Dental Insurance.
- Fantastic company culture and values.
Abacus Information Technology Limited is an equal opportunities employer. We value diversity and promote equality across our business. The terminology used in this advert is not intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. Therefore, we welcome qualified applicants from all sections of society and are always happy to discuss reasonable adjustments and/or additional arrangements as required to support your application. This role may be subject to a background check after an employment offer has been made, and final employment will be subject to a positive result; in addition, a reference and DBS check may be requested at the final stage of the process.
Senior Analyst, Enterprise Service Desk employer: Abacus
Abacus Information Technology Limited is an exceptional employer that fosters a collaborative and inclusive work culture, offering extensive benefits such as competitive compensation, comprehensive health insurance, and generous annual leave. Employees in the Senior Analyst role can expect ample opportunities for professional growth through mentorship and continuous learning, all while being part of a supportive team dedicated to delivering high-quality client service in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Analyst, Enterprise Service Desk
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Abacus values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Abacus might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Abacus!
✨Direct Apply to Abacus
Let's not forget to apply directly through the Abacus website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Analyst, Enterprise Service Desk
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Abacus.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Abacus. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Abacus
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
