Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide 2nd and 3rd line IT support in a busy service desk environment.
- Company: Join a leading IT services company based in Birmingham.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Why this job: Be part of a collaborative team and enhance your technical skills while making an impact.
- Qualifications: Experience in IT service desk roles and knowledge of ITIL processes required.
- Other info: Out-of-hours cover on a rota basis; ideal for proactive learners.
The predicted salary is between 29000 - 46000 £ per year.
Job Title: Senior Service Desk Analyst / Engineer (Information Technology) Location: Birmingham (Office-based) Salary: £35,000 – £40,000 per annum (depending on experience) Job Type: Full-Time, Permanent About the Role: Our client, a leader in IT services, is seeking a Senior Service Desk Analyst / Engineer to join their Birmingham-based team. This critical role will provide 2nd and 3rd line support within a busy service/helpdesk team, ensuring all IT, communications, and freight-related systems are supported efficiently. The ideal candidate will have strong technical expertise in troubleshooting, systems management, and a keen eye for detail, contributing to the smooth operation of the company’s infrastructure. Key Responsibilities: Deliver 2nd and 3rd line support within an ITIL-based service desk environment, ensuring all processes are followed and incidents are resolved effectively. Act as a single point of contact for users, handling a wide range of technical requests and system outages. Provide 1st Line Support by logging incidents and requests into the service desk system when required. Offer 2nd Line Support by managing service desk tickets escalated from the front-line support team. Handle 3rd Line Support, including networking tasks and project work. Escalate incidents and requests as required, working closely with the Service Desk and Development teams. Deploy, configure, and maintain software, hardware, and networks, including Active Directory, MFD printers, and scanners. Assist with networking and infrastructure, including managing Active Directory, backups, phone systems, and file security permissions. Support the administration of on-premises and cloud-based environments (e.g., Azure). Provide out-of-hours cover on a rota basis and perform remote maintenance as needed. Collaborate with the IT team to support system updates and occasional project implementations.Key Skills and Requirements: Solid experience in an IT service desk role, with knowledge of ITIL processes. Proficient in Windows Server (Apply online only)), Active Directory, Microsoft Office 365, and troubleshooting Outlook client setups. Strong networking knowledge, including TCP/IP, DNS, DHCP, VPNs, and firewall management (Sophos preferred). Experience with VMware virtualization, Microsoft Azure, and HP server and networking hardware. Ability to manage technical documentation, and support mobile devices (iOS, Android, Windows). Strong problem-solving skills and a customer-focused approach. Certifications such as ITIL Foundation, MCSA, CompTIA A+, or Security+ are highly desirable. Profile: Proactive and eager to learn, with a professional and flexible approach to user support. Excellent communication skills and the ability to work with users at all levels, including senior leadership. A team player with attention to detail and a “can-do” attitude. How to Apply: If you’re a skilled IT professional looking to take on a senior support role in a dynamic environment, Apply now or send your CV to (url removed) In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy
Senior service desk analyst employer: In Technology Group
Contact Detail:
In Technology Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior service desk analyst
✨Tip Number 1
Make sure to highlight your experience with ITIL processes during the interview. This role emphasizes the importance of following these processes, so demonstrating your familiarity will set you apart.
✨Tip Number 2
Prepare to discuss specific examples of how you've handled 2nd and 3rd line support issues in the past. Being able to share real-life scenarios will showcase your problem-solving skills and technical expertise.
✨Tip Number 3
Familiarize yourself with the technologies mentioned in the job description, such as Active Directory, Microsoft Azure, and networking protocols. Showing that you have hands-on experience with these tools can give you an edge.
✨Tip Number 4
Demonstrate your customer-focused approach by preparing to discuss how you've successfully communicated with users at all levels. This role requires excellent communication skills, so be ready to provide examples.
We think you need these skills to ace Senior service desk analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service desk roles, particularly focusing on 2nd and 3rd line support. Include specific examples of troubleshooting and systems management that align with the job description.
Craft a Strong Cover Letter: Write a cover letter that showcases your technical expertise and problem-solving skills. Mention your familiarity with ITIL processes and any relevant certifications, as well as your proactive approach to user support.
Highlight Key Skills: In your application, emphasize your knowledge of Windows Server, Active Directory, and networking concepts like TCP/IP and DNS. Make sure to mention any experience with VMware and Microsoft Azure, as these are crucial for the role.
Showcase Communication Skills: Since the role requires excellent communication skills, provide examples in your application of how you've effectively communicated with users at all levels, including senior leadership. This will demonstrate your ability to handle a wide range of technical requests.
How to prepare for a job interview at In Technology Group
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with 2nd and 3rd line support, especially in an ITIL-based environment. Highlight specific examples where you've successfully resolved complex technical issues or managed service desk tickets.
✨Demonstrate Problem-Solving Skills
During the interview, share instances where you've tackled challenging problems. Use the STAR method (Situation, Task, Action, Result) to structure your responses and illustrate your analytical thinking.
✨Communicate Effectively
Since this role involves interacting with users at all levels, practice clear and concise communication. Be ready to explain technical concepts in a way that non-technical users can understand, showcasing your customer-focused approach.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle real-life situations. Think about how you would manage system outages or escalated incidents, and be ready to discuss your thought process and actions.
