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- Tasks: Lead IT support, mentor junior engineers, and improve service desk efficiency.
- Company: Join Lyra Technology Group, a dynamic tech company focused on high-quality IT solutions.
- Benefits: Enjoy a hybrid work model, competitive salary, and weekend pay boosts.
- Why this job: Be part of a supportive team, enhance your skills, and make a real impact in tech.
- Qualifications: Experience in 2nd line IT support, strong troubleshooting skills, and leadership qualities required.
- Other info: Flexible working hours with occasional weekends; based in Ribchester, UK.
The predicted salary is between 28000 - 42000 £ per year.
Lyra Technology Group is seeking a Service Desk Senior Analyst to join their team at CMS Group. The Service Desk Senior plays a critical leadership and operational role within the Service Desk, ensuring consistent delivery of high-quality IT support. Acting as both a technical escalation point and a team mentor, the Senior is responsible for improving service desk efficiency, managing major incidents, supporting customer satisfaction, and contributing to strategic initiatives.
This role combines deep technical knowledge with leadership, customer service excellence, and process improvement responsibilities. Your work as a Service Desk Senior Analyst will include the following duties:
- Proven experience in 2nd line IT support, ideally within an MSP environment
- Strong troubleshooting skills across hardware, software, networking, and cloud technologies (e.g. Microsoft 365, SharePoint, VPN, MFA)
- Excellent communication and customer service skills, with the ability to handle escalations and incidents confidently
- Leadership qualities with experience mentoring and supporting junior engineers
- Strong understanding of service management, SLAs, and incident response
- Familiarity with tools such as RMM platforms, ConnectWise, PassPortal, and IT documentation systems
- High attention to detail in documentation and process adherence
- Flexibility to work shifts and weekends as part of a rotational schedule
Our ideal Service Desk Senior Analyst has the following qualifications:
- Experience with RMM tools, ConnectWise, PassPortal, or equivalent platforms
- Understanding of ITIL best practices
- Familiarity with Microsoft 365, SharePoint, OneDrive, MFA, VPN, and AV technologies
- Project or service delivery experience in an MSP environment
- A proactive attitude and willingness to take ownership are essential
- Flexibility with working hours, including occasional weekends, is required
- Strong collaboration with the Service Desk Manager and cross-functional teams is key to success
The targeted base compensation for this role is 35,000 Pounds, plus an increase in salary on the weekend every month. This role will operate on a hybrid basis (3 days in office, 2 remote) at their office in Ribchester, UK (Manor Court, Unit 6, Ribchester PR3 3XR, United Kingdom).
If you match the qualifications, we would love to review your application!
Service Desk Senior Analyst employer: Lyra Technology Group
Contact Detail:
Lyra Technology Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Senior Analyst
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, such as RMM platforms and ConnectWise. Having hands-on experience or even a basic understanding of these tools can set you apart during interviews.
✨Tip Number 2
Brush up on your ITIL best practices knowledge. Being able to discuss how you've applied these principles in past roles will demonstrate your commitment to service management and efficiency.
✨Tip Number 3
Prepare examples of how you've successfully handled escalations and incidents in previous positions. This will showcase your problem-solving skills and ability to maintain customer satisfaction under pressure.
✨Tip Number 4
Highlight any leadership experiences you have, especially mentoring junior engineers. Being able to illustrate your leadership qualities will resonate well with the hiring team looking for a Service Desk Senior Analyst.
We think you need these skills to ace Service Desk Senior Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in 2nd line IT support, especially within an MSP environment. Emphasise your troubleshooting skills across hardware, software, networking, and cloud technologies relevant to the role.
Craft a Strong Cover Letter: In your cover letter, showcase your leadership qualities and experience mentoring junior engineers. Mention specific examples of how you've improved service desk efficiency or handled major incidents.
Highlight Relevant Tools and Practices: Clearly outline your familiarity with RMM tools, ConnectWise, PassPortal, and ITIL best practices. This will demonstrate your technical knowledge and understanding of service management, which are crucial for the role.
Showcase Customer Service Skills: Provide examples of your excellent communication and customer service skills. Highlight situations where you successfully managed escalations and contributed to customer satisfaction.
How to prepare for a job interview at Lyra Technology Group
✨Showcase Your Technical Skills
Be prepared to discuss your experience with 2nd line IT support and demonstrate your troubleshooting skills across various technologies like Microsoft 365, SharePoint, and VPN. Highlight specific examples where you've resolved complex issues.
✨Emphasise Leadership Qualities
Since the role involves mentoring junior engineers, share instances where you've taken on a leadership role. Discuss how you've supported team members and contributed to improving service desk efficiency.
✨Demonstrate Customer Service Excellence
Prepare to talk about your approach to customer service and how you handle escalations. Use real-life scenarios to illustrate your ability to maintain high customer satisfaction even in challenging situations.
✨Familiarity with Tools and Processes
Make sure to mention your experience with RMM tools, ConnectWise, and ITIL best practices. Being knowledgeable about these tools will show that you're ready to hit the ground running and contribute to strategic initiatives.
