At a Glance
- Tasks: Lead and mentor a team, delivering top-notch IT support for Newham's digital services.
- Company: Join the London Borough of Newham's innovative Digital, Data and Technology team.
- Benefits: Enjoy a competitive salary, generous leave, and flexible working options.
- Other info: Be part of a transformative journey in local government technology.
- Why this job: Make a real impact in public service while developing your IT skills.
- Qualifications: 2+ years in line management with strong technical expertise in IT support.
The predicted salary is between 45750 - 49056 £ per year.
Allen Lane are proud to be supporting the London Borough of Newham in their search to appoint a Senior Service Desk Analyst on a permanent basis. This is an exciting opportunity to join Newham’s Digital, Data and Technology (DDaT) service at a transformative time for the borough. You’ll help to deliver secure, reliable, and user-centred digital support that enables staff to provide the best possible services for residents.
If you’re a Senior Analyst with at least 2 years line management experience, a passion for great customer service, strong technical expertise and a desire to make a real impact, we’d love to hear from you.
The role:
- Lead and mentor Service Desk Analysts, ensuring the effective management of incidents and service requests across the Council.
- Act as an escalation point for complex technical issues, particularly in Windows 10/11, Microsoft 365, Intune, and Azure/Entra ID environments.
- Deliver a responsive and professional IT support service that keeps Newham’s systems and users performing at their best.
- Diagnose and resolve complex issues, ensuring minimal disruption to services and maintaining high standards of documentation and communication.
- Analyse service desk performance and contribute to continuous improvement of processes, policies, and knowledge bases.
- Work collaboratively across the DDaT team to promote user‑centred service delivery and share expertise.
- Participate in the out‑of‑hours support rota, ensuring consistent coverage and service excellence.
What you bring:
- Strong knowledge of Windows 10/11, Microsoft 365 (Exchange Online, Teams, SharePoint), Entra ID (Azure AD), SCCM and Microsoft Intune.
- Experience with Active Directory, Group Policy, and PowerShell scripting.
- Familiarity with ITIL best practices and incident, request, and service level management.
- Excellent customer service and communication skills, with the ability to translate technical information into clear, actionable advice.
- Experience mentoring and supporting colleagues to develop their technical and service skills.
- A proactive, problem‑solving mindset and a collaborative approach to improving IT service delivery.
Benefits:
A salary of £45,750 – £49,056 plus benefits including: Local Government Pension Scheme, up to 31 days annual leave plus bank holidays, ongoing professional development and excellent flexible working arrangements.
How to apply:
Please submit your CV and a supporting statement (no more than 1,250 words) to newham@allenlane.co.uk by 9am on Friday the 7th November.
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Information Technology
Industries: Government Administration
Senior Service Desk Analyst in City of London employer: Allen Lane
Allen Lane is an exceptional employer that fosters a dynamic work culture in the heart of London, where innovation and collaboration are at the forefront. Employees benefit from a supportive environment that encourages professional growth through continuous learning and development opportunities, making it an ideal place for those passionate about leveraging technology in finance. With a commitment to enhancing processes and driving strategic initiatives, Allen Lane offers a rewarding career path for qualified accountants looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Analyst in City of London
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Create a personal project or case study relevant to the challenges Allen Lane 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.
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We think you need these skills to ace Senior Service Desk Analyst in City of London
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 Allen Lane.
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 Allen Lane. 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 Allen Lane
✨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.
