Service Desk Analyst

The Senior Service Desk Analyst will play a key role in supporting a growing SaaS client by delivering high-quality technical support and customer service. This role acts as a senior escalation point within the service desk, providing technical expertise, mentoring junior team members, and ensuring customer issues are resolved efficiently and in line with agreed service levels.

• Provide senior-level support to the Service Delivery Manager in the day-to-day operation of the service desk.
• Mentor and support junior or newly onboarded service desk staff.
• Act as an escalation point for complex technical issues and customer complaints.
• Support the Account Management team by responding to customer queries and assisting with issue resolution.
• Take ownership of customer incidents and requests, managing tickets through to resolution.
• Ensure prompt responses to all logged cases in line with agreed SLAs.
• Investigate, diagnose, and troubleshoot technical issues to identify effective solutions.
• Escalate unresolved issues appropriately, following established internal processes.
• Liaise with third-party vendors to support issue resolution where required.
• Provide clear, accurate, and timely updates to customers, using non-technical language where appropriate.
• Ensure all incidents and requests are accurately recorded, documented, and closed.
• Create and maintain technical documentation, including knowledge base articles and support notes.
• Book and coordinate paid support activities such as system upgrades, server moves, and enhancements.
• Carry out scheduled system upgrades, patching, and release deployments.
• Support the installation and configuration of workforce management and related SaaS software solutions.
• Identify opportunities to improve first-time fix rates and overall service efficiency.
• Proactively suggest alternative solutions where appropriate to support customer retention.
• Stay up to date with system changes, updates, and industry best practices.
• Participate in out-of-hours support on a rota basis for premium customers, as required.

• Experience with Microsoft SQL Server (2005 onwards).
• Experience supporting Remote Desktop / Terminal Services environments (ideally Windows Server 2012 R2 or later).
• Experience with analytics or reporting platforms is desirable but not essential.
• Previous experience in a senior service desk or technical support role within a SaaS or managed service environment.

• Excellent telephone manner and professional communication skills.
• Ability to communicate clearly and accurately, both verbally and in writing.
• Strong understanding of customer service principles and best practices.
• Good working knowledge of relevant software applications and IT infrastructure.
• Strong listening skills and the ability to understand customer needs.
• Ability to work collaboratively and contribute to team success.
• Proven ability to manage multiple tasks and priorities effectively.
• Strong time management and organisational skills.

• Reliable, punctual, and demonstrates a strong work ethic.
• Remains effective and adaptable during periods of change or increased pressure.
• Results-focused, with a strong commitment to meeting objectives and deadlines.
• Builds positive working relationships with colleagues and customers.
• Approaches customer needs with empathy and professionalism.
• Handles challenging or escalated situations calmly and constructively.
• Demonstrates accountability and takes ownership of responsibilities.
• Maintains high personal standards and a commitment to continuous improvement.
• Demonstrates resilience and professionalism in high-pressure environments.
• Values diversity and works respectfully with individuals from a wide range of backgrounds and experiences.