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- Tasks: Lead troubleshooting and mentor junior analysts while resolving complex IT issues.
- Company: Join EG Group, a global leader in convenience retail with a focus on innovation.
- Benefits: Enjoy competitive salary, performance bonuses, career development, and free eye tests.
- Why this job: Make a real impact in IT support and grow your skills in a dynamic environment.
- Qualifications: 3+ years in IT support, advanced troubleshooting, and strong communication skills.
- Other info: Opportunities for apprenticeships and progression within a global organisation.
The predicted salary is between 28000 - 32000 £ 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.
What you’ll be doing:
- Lead the troubleshooting and resolution of high-priority or critical incidents, coordinating with wider IT teams when necessary.
- Resolve complex technical issues escalated from first-line support, ensuring prompt and effective resolutions.
- Coach and support junior analysts, sharing knowledge and promoting best practice in service delivery.
- Identify recurring issues and recommend process improvements or automation to improve service desk efficiency.
- Monitor service desk KPIs and contribute to continuous improvement initiatives in line with ITIL practices.
- Develop and maintain knowledge base articles and user guides; 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.
This list is not exhaustive and may be added to or amended from time to time.
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.
Why Join EG Group:
- Performance Based Bonus Scheme
- Access to Apprenticeships and accredited qualifications
- Career development and progression opportunities within a global organization.
- Free Secure Car Parking
- Dress Down Fridays
- Prayer and Ablution Facilities
- Work Anniversary Rewards
- Free Eye Test
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 in Blackburn employer: Euro Garages
Contact Detail:
Euro Garages Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior IT Service Desk Analyst in Blackburn
✨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 sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service scenarios. Think of examples where you've led troubleshooting efforts or mentored others, as these will show you're the right fit for the Senior IT Service Desk Analyst role.
✨Tip Number 3
Don’t forget to showcase your soft skills! Communication and problem-solving are key in this role, so be ready to discuss how you’ve effectively resolved issues and supported your team in the past.
✨Tip Number 4
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. Let’s get you that Senior IT Service Desk Analyst position!
We think you need these skills to ace Senior IT Service Desk Analyst in Blackburn
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 troubleshooting, mentoring, and any relevant IT certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your experience with ITSM tools like ServiceNow.
Showcase Your Communication Skills: Since strong communication is key in this role, make sure your application reflects that. Use clear and concise language, and don’t hesitate to share examples of how you've effectively communicated with customers or team members in the past.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all your documents in one go. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Euro Garages
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Windows OS, Microsoft 365, and Active Directory. Be ready to discuss specific troubleshooting scenarios you've handled in the past, as this role requires advanced problem-solving abilities.
✨Showcase Your Mentoring Skills
Since you'll be mentoring junior analysts, think of examples where you've successfully coached others. Highlight your ability to share knowledge and promote best practices in service delivery during the interview.
✨Familiarise Yourself with ITIL Practices
Understand the ITIL v4 principles and be prepared to discuss how you've applied them in previous roles. This will show that you can contribute to continuous improvement initiatives and maintain high service desk standards.
✨Prepare for Scenario-Based Questions
Expect questions that assess your response to critical incidents or complex technical issues. Prepare a few examples where you led troubleshooting efforts or improved processes, as these will demonstrate your leadership and analytical skills.
