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, pension scheme, 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 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
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Newham or similar organisations. A friendly chat can sometimes lead to insider info about the role and even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss Windows 10/11, Microsoft 365, and other relevant tech. We want you to shine when they ask about your experience!
✨Tip Number 3
Show off your customer service skills during the interview. Share examples of how you've helped users in the past and how you approach problem-solving. Remember, they’re looking for someone who can deliver top-notch support!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. Plus, it shows that you’re genuinely interested in the role and the team at Newham.
We think you need these skills to ace Senior Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Service Desk Analyst role. Highlight your relevant experience with Windows 10/11, Microsoft 365, and any leadership roles you've had. We want to see how your skills match what we're looking for!
Craft a Compelling Supporting Statement:Your supporting statement is your chance to shine! Use it to explain why you're passionate about customer service and how you can contribute to Newham’s DDaT service. Keep it concise and focused on your achievements.
Show Off Your Problem-Solving Skills:In your application, don’t forget to showcase your problem-solving mindset. Share examples of complex issues you've resolved in the past, especially those that required collaboration or innovative thinking. We love a proactive approach!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Allen Lane
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 10/11, Microsoft 365, and Azure/Entra ID. Be ready to discuss specific scenarios where you've used these technologies to solve problems. This will show that you're not just familiar with the tools, but that you can apply them effectively in real-world situations.
✨Show Off Your Customer Service Skills
Since this role is all about delivering great customer service, prepare examples of how you've handled difficult situations or provided exceptional support in the past. Think about times when you turned a frustrated user into a satisfied one – those stories will resonate well!
✨Demonstrate Leadership and Mentoring Experience
As a Senior Service Desk Analyst, you'll be leading and mentoring others. Be ready to share your experiences in guiding team members, resolving conflicts, or improving team performance. Highlight any specific achievements that showcase your leadership skills.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that test your problem-solving abilities. Practice articulating your thought process when diagnosing and resolving complex issues. This will help interviewers see how you approach challenges and ensure minimal disruption to services.
