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- Tasks: Provide top-notch technical support and mentor junior team members in a dynamic environment.
- Company: Join EG Group, a leading global convenience retailer with a focus on innovation.
- Benefits: Enjoy hybrid working, performance bonuses, and opportunities for career growth and accredited qualifications.
- Other info: Be part of a global team with excellent career progression opportunities.
- Why this job: Make a real impact by improving IT services and supporting exciting projects across Europe.
- Qualifications: 3+ years in IT support, advanced troubleshooting skills, and strong communication abilities.
The predicted salary is between 35000 - 45000 £ per year.
The Senior IT Service Desk Analyst plays a key role in ensuring high-quality technical support across the business including UK and Europe. Acting as a subject matter expert and escalation point within the IT Service Desk; the role combines advanced troubleshooting with leadership responsibilities. The Senior Analyst mentors junior team members, contributes to continuous service improvement, and supports wider IT projects. This position requires technical expertise across infrastructure, applications, and service management tools, as well as strong customer service and communication skills.
Why Join EG Group?
- Discretionary performance-based bonus scheme
- Grow your career – gain accredited qualifications, apprenticeships, and progression opportunities within a global organisation
- Hybrid working – up to 2 days per week (dependent on role and business needs)
- Salary Sacrifice Schemes – Cycle to Work and Car Scheme available
- Enhanced Maternity
Key Responsibilities:
- Deliver informal training to end users where required.
- Contribute to IT projects by providing insights from frontline support and participating in testing or rollout activities.
- Use ITSM tools (e.g., ServiceNow) to track incidents and service requests, ensuring accurate and timely updates.
- Maintain a high level of proficiency in systems such as Windows OS, Microsoft 365, Active Directory, and networking protocols.
- Provide support to remote and field and European based colleagues using remote assistance tools (e.g., TeamViewer, Kaseya).
- Uphold ITIL v4 principles in all aspects of incident, request, and change management processes.
What we’re looking for:
- Minimum 3 years’ experience in an IT Service Desk or technical support environment.
- Advanced troubleshooting skills across hardware, software, and networking.
- Strong understanding of Windows OS, Microsoft 365, Active Directory, and endpoint protection.
- Familiarity with ITSM tools such as ServiceNow.
- Ability to mentor others and deliver informal training sessions.
- Strong communication, customer service, and problem-solving abilities.
- Knowledge of remote troubleshooting tools (e.g., TeamViewer, Kaseya).
- Exposure to scripting tools (PowerShell, Bash) and retail systems (POS, card machines) – desirable.
- Experience supporting IT change or project delivery – advantageous.
- Microsoft, Cisco, or CompTIA technical certifications – advantageous.
Who is EG Group?
EG Group is a leading global convenience retailer, operating a wide range of brands across multiple sectors including fuel, foodservice, and grocery retail. With a presence in over 7 countries and a commitment to innovation and customer service, EG Group continues to expand its portfolio and reach. Our company is focused on delivering value to its customers, partners, and stakeholders through efficient operations and strategic growth.
Please note - the successful applicant will be subject to a DBS check which will be funded by EG Group.
Senior IT Service Desk Analyst employer: EG Group
Contact Detail:
EG Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior IT Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work at EG Group or similar companies. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! Prepare a portfolio or a presentation that highlights your troubleshooting successes and any projects you've contributed to. This will help you stand out during interviews and showcase your expertise.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your answers. Focus on demonstrating your problem-solving abilities and how you’ve mentored others in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the EG Group family.
We think you need these skills to ace Senior IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior IT Service Desk Analyst role. Highlight your experience with ITSM tools like ServiceNow and your troubleshooting skills. We want to see how your background aligns with what we're looking for!
Show Off Your Soft Skills: Don’t forget to showcase your strong communication and customer service skills in your application. We value these traits just as much as technical expertise, so let us know how you've used them in past roles.
Be Specific About Your Experience: When detailing your experience, be specific about the technologies you've worked with, like Windows OS and Microsoft 365. We love seeing concrete examples of how you've tackled challenges in your previous positions.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at EG Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows OS, Microsoft 365, and Active Directory. Be ready to discuss your troubleshooting experiences and how you've resolved complex issues in the past.
✨Show Off Your Mentoring Skills
Since this role involves mentoring junior team members, think of examples where you've successfully trained or guided others. Highlight your leadership style and how you can contribute to a positive team environment.
✨Familiarise Yourself with ITSM Tools
Get comfortable with ITSM tools like ServiceNow. Be prepared to explain how you've used these tools in previous roles to track incidents and manage service requests effectively.
✨Communicate Clearly and Confidently
Strong communication skills are key for this position. Practice articulating your thoughts clearly and confidently, especially when discussing technical concepts. Remember, it's not just about what you know, but how you convey that knowledge.