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For Companies At a Glance
- Tasks: Lead IT support, mentor junior engineers, and improve service desk efficiency.
- Company: Join Lyra Technology Group, a family of top tech service businesses committed to sustainable growth.
- Benefits: Enjoy a hybrid work model, competitive salary, and monthly weekend pay increases.
- Why this job: Be part of a dynamic team that values proactive support and excellent customer service.
- Qualifications: Experience in 2nd line IT support, strong troubleshooting skills, and leadership qualities required.
- Other info: Flexibility for shifts and weekends is essential; apply if you’re ready to take ownership!
The predicted salary is between 28000 - 42000 £ per year.
Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
Service Desk Senior Analyst – Lyra Technology Group
Lyra Technology Group is seeking a Service Desk Senior Analyst to join their team at CMS Group. The Service Desk Senior Analyst 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 Analyst 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.
About CMS Group …
CMS Group is a well-established, fast-paced Managed Service Provider (MSP) delivering high-quality IT support to a diverse client base across multiple industries worldwide. Our dynamic environment values proactive support, technical expertise, and an unwavering commitment to excellent customer service.
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) out of Ribchester, United Kingdom.
If you match the qualifications, we would love to review your application!
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Service Desk Senior Analyst Ribchester, England, United Kingdom 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 Ribchester, England, United Kingdom
✨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
Highlight your leadership and mentoring experiences in previous roles. Be prepared to discuss specific examples where you've successfully guided junior engineers or improved team performance.
✨Tip Number 3
Demonstrate your customer service skills by preparing scenarios where you've effectively handled escalations or resolved major incidents. This will show your ability to maintain high customer satisfaction under pressure.
✨Tip Number 4
Research ITIL best practices and be ready to discuss how you've applied them in past roles. Understanding service management principles will help you align with the company's operational goals.
We think you need these skills to ace Service Desk Senior Analyst Ribchester, England, United Kingdom
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 2nd line IT support, particularly within an MSP environment. Emphasise your troubleshooting skills and any familiarity with tools like RMM platforms and ConnectWise.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership qualities and customer service skills. Mention specific examples of how you've handled escalations or mentored junior engineers in the past.
Highlight Technical Skills: In your application, clearly outline your technical expertise with Microsoft 365, SharePoint, VPN, and MFA. This will demonstrate your capability to meet the job requirements effectively.
Showcase Your Proactive Attitude: Convey your proactive approach and willingness to take ownership of tasks in your application. This is essential for the role and will set you apart from other candidates.
How to prepare for a job interview at Lyra Technology Group
✨Showcase Your Technical Skills
Be prepared to discuss your experience with troubleshooting hardware, software, and networking issues. Highlight specific examples where you've successfully resolved complex problems, especially in an MSP environment.
✨Demonstrate Leadership Qualities
As a Service Desk Senior Analyst, you'll be expected to mentor junior engineers. Share instances where you've taken on a leadership role, whether through training others or managing escalations effectively.
✨Emphasise Customer Service Excellence
Since this role involves high levels of customer interaction, be ready to talk about how you handle difficult situations and ensure customer satisfaction. Use examples that showcase your communication skills and ability to manage incidents.
✨Familiarity with Tools and Best Practices
Make sure to mention your experience with RMM tools, ConnectWise, and ITIL best practices. Discuss how these tools have helped you improve service desk efficiency and adhere to SLAs in your previous roles.
