Senior Service Desk Analyst

What will you be doing?

• Serve as the front-line support for users, addressing issues that cannot be resolved through automation or self-service tools.
• Engage with users to understand the intricacies of their concerns, applying a personal touch to ensure user comfort and clarity.
• Support the Service Desk with escalations, providing guidance, technical expertise, and coaching to help resolve complex or repeat issues effectively.
• Provide day-to-day coaching to Service Desk colleagues, supporting consistent ticket handling, clear escalation notes, and high-quality resolution updates.
• Work within a cross-functional problem management team that looks to identify root causes of ongoing issues.
• Recognise trends and recurring patterns across incidents, requests, and escalations, using insight to highlight root causes and reduce repeat demand.
• Proactively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm.
• Identify and champion continual improvement opportunities, improving ways of working, service processes, documentation, and handoffs between teams.
• Document, prioritise, and track incidents and requests in the service desk system, emphasising the diagnostic steps and coordination efforts taken.
• Contribute to the creation and upkeep of knowledge articles, especially focusing on areas where automation enhancements or personal touches are highlighted.
• Use insight from escalations to improve knowledge articles, self-service content, and Service Desk guidance.
• Take personal responsibility to stay updated on technological advancements, understanding where human intervention remains essential.

What skills and experience are we looking for?

• Essential: 2–3 years’ experience in a senior service desk or technical support role, with a focus on problem-solving, incident coordination and supporting users in an increasingly automated environment.
• Strong problem-solving skills, particularly in resolving complex issues that cannot be addressed through standard automation or self-service processes.
• Strong experience with Microsoft end user computing technologies, including: Windows operating systems, Microsoft applications, printing and local-area networking.
• Microsoft Intune, including application packaging, device build and deployment processes, and Windows Autopilot / out-of-box experience (OOBE).
• Microsoft Entra ID (formerly Azure Active Directory), including account provisioning and de-provisioning, access and permissions management.
• Service desk ticketing systems, including workflow configuration and supporting modules such as a configuration management database (CMDB).

• Desired: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Industry certifications such as CompTIA (e.g. A+, Network+) and Microsoft (e.g. Azure, M).
• Proficiency with Generative AI (e.g. ChatGPT) to solve problems, learn, boost productivity etc.

To be successful in this role, you will demonstrate:

• Human-Centric Technical Proficiency: Displays an understanding of IT principles, emphasising solutions that pair automation with a personal touch.
• Communication Excellence: Conveys complex solutions in a user-friendly manner, ensuring clear understanding and emphasising the human aspect of support.
• Empathy and Patience: Demonstrates understanding and patience, especially when dealing with users who may have issues that transcend automated solutions.
• Cross-Functional Coordination: Efficiently coordinates across departments, recognizing when multiple teams are needed for holistic solutions.
• Adaptability: Flexibly switches between automated tools and traditional methods, understanding when each approach is most appropriate.
• Continuous Learning: Stays updated on technological advances and understands where the human touch remains irreplaceable in a growingly automated landscape.

What’s in it for you?

As well as joining a certified B-Corp, multi-award winning, fun, collaborative, people first organisation where your personal and professional skills will be developed to make you the best you can be, we offer an attractive benefits package designed to promote your overall wellbeing so that you are able to perform to your full potential both in and out of work. Currently our core benefits package includes:

• For you: Hybrid working, Professional study support (where applicable), Access to our internal Wellbeing, LGBTQ+, Multicultural and Women’s networks.
• For your family: Life assurance, Income protection, Enhanced maternity/paternity/adoption and shared parental leave.
• For your health: 26 days annual leave (pro-rata for part-time working) plus bank holidays (most of which can be taken flexibly!) with options to buy & sell holiday, Private medical insurance, Discounted gym memberships, critical illness and dental insurance through our flexible benefits, Eye care vouchers, Cycle to work scheme, Digital GP services.
• For your wealth: Competitive pension scheme, Discretionary bonus scheme, High street discounts, Season ticket loans.
• For others: Volunteering opportunities.
• For the environment: Electric vehicle salary sacrifice scheme (qualifying period applies).