Senior IT Service Desk Analyst | Lead & Coach

Biffa Waste Services; High Wycombe; On-site; GBP 32,000 - 42,000; Full time

Job summary

Biffa Waste Services is seeking a Senior Service Desk Analyst in High Wycombe to deliver first-line IT support across the group. You will log, triage and resolve incidents, ensuring responses meet SLA targets while mentoring junior analysts.

Responsibilities include prioritising tickets, handling major incidents, and contributing to knowledge base improvements. The role requires strong communication and a collaborative approach in a busy environment.

Qualifications

• Experience in a Service Desk environment supporting a range of technologies.
• Strong troubleshooting skills with a focus on first‑call resolution.
• Experience managing tickets, SLAs and KPIs within a customer‑focused IT support environment.
• Knowledge of Windows, Microsoft 365, Exchange, TCP/IP and remote support tools.
• Experience using ticketing systems and creating technical documentation.
• Excellent communication and problem‑solving skills, with the ability to work under pressure and in a team.

Responsibilities

• Act as first point of contact for IT issues, logging incidents in ServiceNow and delivering excellent customer service.
• Monitor response and resolution SLAs, prioritise tickets and escalate when needed.
• Manage high‑priority tickets and major incidents, producing incident reports as required.
• Provide guidance, training and 1st line support to colleagues and junior Analysts.
• Drive continuous improvement of Service Desk processes and maintain knowledge articles.

Skills

ServiceNow

Ticketing

Windows

Microsoft 365

Exchange

TCP/IP

Remote support

Communication

Tools

ServiceNow

Active Directory

Remote Desktop

Job description

Biffa Waste Services is seeking a Senior Service Desk Analyst in High Wycombe to deliver first-line IT support across the group. You will log, triage and resolve incidents, ensuring responses meet SLA targets while mentoring junior analysts.

Responsibilities include prioritising tickets, handling major incidents, and contributing to knowledge base improvements. The role requires strong communication and a collaborative approach in a busy environment.