3rd Line Senior Service Desk Analyst

GLL; London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading charitable social enterprise is seeking a Senior Service Desk & Automation Analyst in London to provide advanced technical support and supervise junior staff. This role requires knowledge in ITIL and SaaS with excellent communication skills. GLL offers a career with extensive development support and a range of employee benefits including health assurance and leisure memberships.

Benefits

Access to a pension scheme

Health Assurance and counselling services

Tax-efficient Ride to Work scheme

Free annual eye tests

Discounted leisure centre membership

Qualifications

• Experience in 365 Administration preferred.
• ITIL Foundation certification is essential.
• SaaS support experience is beneficial.
• Adept at managing priorities under pressure.
• Strong team collaboration skills required.
• Ability to communicate effectively with diverse users.

Responsibilities

• Maintain customer service standards for support queries.
• Supervise the daily activities of 1st and 2nd Line Service Desk Analysts.
• Resolve in-depth support tickets effectively.
• Take ownership of problem tickets and manage resolutions.
• Communicate with third-party suppliers as escalation point.

Skills

365 Administration experience

ITIL Foundation

SaaS support

Excellent comprehension and attention to detail

Ability to manage multiple priorities

Good interpersonal skills

Good written and verbal communication skills

Job description

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3rd Line Senior Service Desk Analyst, London

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Client:

GLL

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

444a9df027d8

Job Views:

13

Posted:

12.08.2025

Expiry Date:

26.09.2025

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Job Description:

GLL is looking for a Senior Service Desk & Automation Analyst to work at Our Head Office, Woolwich, Southeast London. If you have the skills and ambition to join us as a Senior Service Desk & Automation Analyst, there's never been a more exciting time to join us. This is more than a Senior Service Desk & Automation Analyst job; it's a career.

We are seeking a talented and experienced Senior Service Desk & Automation Analyst to join our Service Desk. In this role, you will be responsible for providing advanced technical support, troubleshooting complex issues, and ensuring seamless IT operations, as well as supervising 1st and 2nd Line Service Desk Agents & Analysts.

What you’ll do:

• Maintain great customer service for all support queries and ensure the wider team upholds these standards.
• Supervise 1st and 2nd Line Service Desk Analysts day to day activities
• Resolve more in depth support tickets ensuring necessary knowledge or training is shared with 1st and 2nd line team
• Take ownership of problem tickets and manage the resolution process end to end.
• Act as the internal escalation point for the wider application support team to third-party suppliers such as Open Play, Fitronics, HSO, and others.
• Manage and adhere to SLAs.
• Manage the relationship with support teams of our third-party suppliers.
• Maintain strong relationships with GLL stakeholders.
• Review and manage all application documentation for internal and external use on the knowledge base.
• Review business processes and suggest and implement automation
• Manage communication with business stakeholders and users where applicable.
• Manage 1st and 2nd Line Service Desk Analysts, including absence management, rotas, and personal development.
• Adapt our ticketing software to ensure the best customer experience.
• Take the role of 365 Administrator, focusing on user management and compliance in our tenancy.
• Focus on security within our applications, particularly password and authentication policies.

What you need:

* 365 Administration experience (desirable).

* ITIL Foundation.

* SaaS support.

* Excellent comprehension and attention to detail.

* Ability to manage multiple priorities whilst maintaining a positive attitude under pressure.

* Good interpersonal and team working skills.

* Good written and verbal communication skills with the ability to deliver clear and concise instructions to a wide scope of users.

As a leader within the leisure industry, we can also offer scope to progress your career and job variety like nowhere else.

As a charitable social enterprise and cooperative owned by our staff, GLL is a unique organisation for you to have a career with!

The basics:

* This is a Full time permanent . Hours of work will be negotiated with you in line with the needs of the service; flexible working may be possible. Working from home is not possible in this role.

* We are an accredited Living Wage employer with industry-leading rates of pay.

* We can offer a career, not just a job, with extensive Learning & Development support available.

* A uniform will be supplied and must be worn.

* GLL is Values Driven, not Profit Driven. We work hard to benefit the communities we operate in.

* As a staff-owned organisation, you will be given the opportunity to join the Society and have a stake in your business.

Additionally, GLL offers employees a range of employment benefits:

* Access to a pension scheme.

* Health Assurance and access to Counselling services.

* Access to the tax-efficient Ride to Work bicycle purchase scheme.

* Free annual eye tests.

* Discounted nationwide (over 200 centres) inclusive leisure centre membership for you and your partner. This includes GLL Extras!

GLL Society benefits (if you choose to join the Society after your probation period) include:

* The right to stand for the Society board and to vote for board members to represent you.

* Access to team building and fun events such as treks, concerts, outings, etc.

* Access to a range of benefits exclusive to our people – ask your line manager for details or check out the Intranet.