Senior IT Service Desk Lead: Mentoring & ITIL Excellence

EG Group; Blackburn; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading global convenience retailer is seeking a Senior IT Service Desk Analyst in Blackburn to ensure high-quality technical support across the business. This role involves advanced troubleshooting, mentoring junior analysts, and contributing to IT projects. Candidates must have at least 3 years in IT support and an ITIL v4 certification. The position offers competitive pay, flexible hours, and development opportunities within a dynamic organization.

Benefits

Performance Based Bonus Scheme

Flexible working hours

Access to Apprenticeships and accredited qualifications

Career development and progression opportunities

Free Secure Car Parking

Fresh meals at affordable prices

Dress Down Fridays

Prayer and Ablution Facilities

Work Anniversary Rewards

Free Eye Test

Qualifications

• Minimum 3 years’ experience in an IT Service Desk or technical support environment.
• Familiarity with ITSM tools such as ServiceNow.
• Knowledge of remote troubleshooting tools such as TeamViewer, Kaseya.

Responsibilities

• Lead the troubleshooting and resolution of high-priority incidents.
• Coach and support junior analysts, promoting best practices.
• Contribute to IT projects by providing frontline support insights.

Skills

Advanced troubleshooting skills

Strong communication

Customer service

Problem-solving abilities

Mentoring skills

Education

ITIL v4 Foundation Certification

Tools

ServiceNow

TeamViewer

Kaseya

Windows OS

Microsoft 365

Active Directory

Job description

A leading global convenience retailer is seeking a Senior IT Service Desk Analyst in Blackburn to ensure high-quality technical support across the business. This role involves advanced troubleshooting, mentoring junior analysts, and contributing to IT projects. Candidates must have at least 3 years in IT support and an ITIL v4 certification. The position offers competitive pay, flexible hours, and development opportunities within a dynamic organization.