At a Glance
- Tasks: Lead and support a dynamic Service Desk team while ensuring top-notch technical support.
- Company: Join a forward-thinking company that values innovation and teamwork.
- Benefits: Enjoy competitive pay, private medical insurance, and 33 days of annual leave.
- Other info: Flexible working hours and opportunities for professional growth await you.
- Why this job: Make a real impact by enhancing customer satisfaction and driving continuous improvement.
- Qualifications: ITIL v4 certification and strong communication skills are essential.
The predicted salary is between 34800 - 43500 £ per year.
The Service Desk Analyst provides expert-level technical support as the primary escalation point for the First Line team, working proactively to ensure all SLAs are met and customer satisfaction remains high. Serving as a key partner to the Incident and Service Delivery Managers, the analyst maintains the integrity of all records within the ManageEngine ITSM system while bridging the gap between technical teams and non-technical stakeholders.
Key Responsibilities
- Assist and support the Incident Manager, proactively leading and motivating the Junior Service Desk Analysts, ensuring a culture of high performance, strong engagement and commitment to continual improvement.
- Administer and optimise ServiceDesk Plus (SDP), including the design of complex Request Life Cycles (RLC) and visual workflows.
- Oversee the full Incident & Request life cycle from initial capture through to closure in line with agreed service levels and ITIL best practice.
- Identify Major Incidents, communicate to the Incident Manager and liaise with external stakeholders.
- Help and mentor Service Desk Analysts through escalations and by sharing experience and knowledge.
- Develop custom dashboards and scheduled reports using Analytics Plus to track KPIs such as SLA compliance and ticket trends.
- Develop and suggest Continuous Service Improvement (CSI) to the Incident Manager.
Technical Requirements
- Deep administrative experience with ServiceDesk Plus (Cloud or On-Premise), AD Manager Plus, and Endpoint Central.
- Ability to build IF/THEN conditions, Wait Nodes, and Approval Stages within the SDP Workflow Editor.
- Expert knowledge of Active Directory, including GPOs and nested group permissions.
- Experience using API keys / authentication tokens to link ManageEngine products or connect to third-party apps such as Slack or Jira.
Qualifications & Soft Skills
- ITIL v4 Foundation certification and preferably a ManageEngine Certified Professional designation.
- Strong communication skills; ability to train junior staff on ManageEngine best practices and KB creation.
- Experience working well in a close team and liaising with external stakeholders.
- Good written and verbal communication ability.
- Ability to author in-depth knowledge articles for users at different levels.
Benefits and Compensation
- Pay range: £34,800.00–£43,500.00.
- Contributory pension scheme.
- Private medical insurance.
- 33 days annual leave (including public and privilege holidays).
- Access to flexible benefits such as life assurance, health schemes, gym memberships, annual buy-and-sell holidays and a cycle-to-work scheme.
- Flexi-Time.
Senior Service Desk in Huntingdon employer: Fairygodboss
Leidos is an exceptional employer located in Huntingdon, offering a dynamic work environment that fosters professional growth and collaboration. With a strong commitment to employee well-being, we provide comprehensive benefits including private medical insurance, a contributory pension scheme, and generous annual leave. Our culture prioritises continuous improvement and engagement, making it an ideal place for those seeking meaningful and rewarding careers in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk in Huntingdon
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Senior Service Desk role. You never know who might have the inside scoop on an opening!
✨Tip Number 2
Prepare for those interviews by brushing up on your technical skills and ITIL best practices. We recommend doing mock interviews with friends or using online platforms to get comfortable with common questions.
✨Tip Number 3
Showcase your expertise! Create a portfolio that highlights your experience with ServiceDesk Plus, Active Directory, and any custom dashboards you've developed. This will set you apart from other candidates.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Service Desk in Huntingdon
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Service Desk role. Highlight your experience with ServiceDesk Plus and any relevant ITIL knowledge. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills:Since strong communication is key in this role, don’t forget to showcase your ability to train and mentor others. Use examples that demonstrate how you've effectively communicated with both technical and non-technical stakeholders.
Be Specific About Your Experience:When detailing your past roles, be specific about your responsibilities and achievements. Mention any major incidents you’ve managed or improvements you’ve implemented. We love seeing concrete examples of your impact!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better. Don’t miss out on this opportunity!
How to prepare for a job interview at Fairygodboss
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around ServiceDesk Plus and Active Directory. Be ready to discuss your experience with complex Request Life Cycles and how you've optimised workflows in the past.
✨Showcase Your Leadership Skills
As a Senior Service Desk Analyst, you'll be leading junior team members. Prepare examples of how you've motivated and mentored others, and be ready to discuss your approach to fostering a high-performance culture.
✨Communicate Clearly
Strong communication skills are key for this role. Practice explaining technical concepts in simple terms, as you'll need to bridge the gap between technical teams and non-technical stakeholders. Think of examples where you've successfully done this.
✨Think Continuous Improvement
Be prepared to discuss your ideas for Continuous Service Improvement. Have specific examples of how you've identified areas for improvement in previous roles and the impact those changes had on service delivery.
