ICT Senior Service Desk Analyst in Woolpit

Job Location: Woolpit | Salary: From £37,704 | Contract type: Permanent | Posting End Date: 10/06/2026

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.

Purpose of this role

Provide a senior level of first line support by acting as an escalation point for other Service Desk Analysts and Team Leaders. Manage the team on a deputised basis by coordinating workflows and making decisions on behalf of the Service Desk Team Leader to ensure efficient resolution of escalated incidents and contribute to impeccable customer service.

Key Responsibilities

• Help and mentor the Service Desk team members by sharing experience and knowledge.
• Triage and allocate Service Desk tickets and help the team by organising resources where appropriate.
• Give advice and support on IT‑related issues, ensuring the effective management of all incidents and service requests through the appropriate communication methods.
• Handle security incidents, focusing on overseeing BAU and its distribution across the team.
• Provide excellent customer service via telephone, email and the ITSM system.
• Maintain the high standards required for BUUK internal service levels.
• Work in a front‑of‑house position offering in‑person customer and technical services.
• Log, investigate, resolve and/or manage incidents and service requests through to completion to a satisfactory customer resolution.
• Proactively manage communication for all Incident/Request statuses through to resolution.
• Provide user support and coaching for end‑users using BUUK systems.
• Maintain rapport with customers by understanding their role within the organisation.
• Complete the set‑up of new starters, role changes and leavers.
• Offer first‑line support “out of hours” as specified on the team rota.
• Perform any other appropriate duties as required by the Service Support Manager and Service Desk Team Leaders.

Qualifications

• GCSE grade C / 5 in English and Maths, or equivalent.
• ITIL Foundation certification.

Experience & Knowledge

• Experience working within an IT service desk / IT Support environment.
• Customer services background.
• Experience supporting Microsoft operating systems, Active Directory and Exchange.

Abilities & Skills

• Great interpersonal skills when engaging and communicating with customers.
• Good written communication skills to engage and support customers.
• Strong aptitude for problem‑solving, able to effectively analyse situations and provide innovative solutions.
• Highly organised and self‑motivated.
• Ability to deal with potentially stressful situations calmly.
• Assertive, confident, positive and professional manner.
• Ability to prioritise to achieve SLA.
• Maintain high attention to detail.
• Ability to troubleshoot IT‑related issues.
• Understand IT security and be aware of cyber security best practices.

Desirable

• IT‑based A‑level Grade C or above / BTEC or equivalent.
• Degree or equivalent.
• Support-based Microsoft technologies accreditation.
• Knowledge of Remote Desktop Services technologies.
• Network troubleshooting experience.
• Knowledge of DHCP, DNS, VPN.
• Experience using ITSM packages.
• Knowledge of smartphone & mobile device support.

Benefits

• Cost of living annual pay review.
• Company pension contributions up to 10% if employees contribute 5%.
• 33 days holiday including bank holidays with the ability to purchase an additional two weeks.
• Enhanced maternity, paternity and adoption pay.
• Referral reward: £1,000 net of tax for successful referrals.
• Hybrid working for eligible roles.
• Development opportunities to reach career aspirations.

We are proud to be an equal opportunity employer, respect each other and advocate for equity, diversity and inclusion in all we do. Research shows that women and people from different under‑represented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all, of our requirements for this role, please apply.