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- Tasks: Lead a team while providing hands-on technical support and resolving escalations.
- Company: Join a top UK tech-driven organisation known for innovation and excellence.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Be a key player in shaping a high-performing team with a positive impact.
- Qualifications: Experience in IT support, strong leadership skills, and a solid technical background required.
- Other info: Ideal for those looking to mentor and grow within a dynamic environment.
The predicted salary is between 36000 - 60000 £ per year.
We're working with one of the UK's leading tech-driven organisations to recruit a Senior Service Desk Analyst, a pivotal leadership position that blends day-to-day technical support with team coordination and strategic oversight. This role sits between Leadership and the wider analyst team, acting as the first point of contact for escalations, conflict resolution, and mentoring. You'll help lead the team from the front by coaching, supporting, and improving processes, while still remaining hands-on.
What You'll Be Doing:
- Leading by example as the go-to contact between the team and Leadership
- Supporting a team of 1st & 2nd Line Analysts - managing escalations, shift cover, and workloads
- Resolving team challenges and handling conflict with confidence and professionalism
- Driving improvements across documentation, service levels, and technical delivery
- Staying hands-on with technical support in areas like Windows Server, O365, networking, and virtualisation
- Acting as a technical and leadership mentor to junior team members
Tech Environment:
- Windows Server, Active Directory, Intune, Office 365
- Networking fundamentals: DNS, DHCP, LAN/WAN
- VMware, Hyper-V
- Antivirus & endpoint protection
- ITIL Foundation (preferred)
What You'll Need:
- Proven leadership experience in a service desk or IT support setting
- Excellent communication and conflict-resolution skills
- Strong technical background across Microsoft infrastructure and networking
- A desire to lead from the front while still contributing technically
- Confidence liaising with senior stakeholders and mentoring junior staff
If you're an experienced IT professional ready to step into a hands-on leadership role and help shape a high-performing support function, don't wait. Apply today or message me directly for more details.
Senior Service Desk Analyst employer: Oscar Technology
Contact Detail:
Oscar Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows Server, O365, and networking fundamentals. Being able to discuss your hands-on experience with these tools during interviews will demonstrate your technical competence.
✨Tip Number 2
Highlight your leadership experience by preparing examples of how you've successfully managed a team or resolved conflicts in previous roles. This will show that you can lead from the front while still being technically involved.
✨Tip Number 3
Research the company culture and values of the organisation you're applying to. Understanding their approach to teamwork and service delivery will help you align your answers with what they are looking for in a candidate.
✨Tip Number 4
Prepare thoughtful questions to ask during the interview about the team's current challenges and goals. This shows your genuine interest in the role and your proactive approach to problem-solving.
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 your leadership experience and technical skills relevant to the Senior Service Desk Analyst role. Emphasise your experience with Windows Server, O365, and networking fundamentals.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about leading a service desk team. Mention specific examples of how you've resolved conflicts or improved processes in previous roles.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to liaise with both technical teams and senior stakeholders. Use clear and concise language throughout your documents.
Highlight Mentoring Experience: If you have experience mentoring junior staff, make sure to include this in your application. Discuss how you’ve supported their development and contributed to a positive team environment.
How to prepare for a job interview at Oscar Technology
✨Showcase Your Leadership Skills
As a Senior Service Desk Analyst, you'll need to demonstrate your leadership experience. Be prepared to discuss specific examples where you've successfully led a team, managed escalations, or resolved conflicts. Highlight your ability to mentor junior staff and how you’ve improved team performance.
✨Demonstrate Technical Proficiency
Make sure to brush up on your technical knowledge, especially in areas like Windows Server, O365, and networking fundamentals. Be ready to answer technical questions and possibly solve problems on the spot to showcase your hands-on skills.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your conflict resolution and decision-making skills. Think of situations where you had to handle difficult team dynamics or technical challenges, and be ready to explain your thought process and the outcomes.
✨Communicate Effectively
Strong communication is key in this role. Practice articulating your thoughts clearly and confidently. Be prepared to discuss how you would liaise with senior stakeholders and ensure that your communication style aligns with the expectations of the leadership team.
