Senior IT Support Analyst

IT Talent Solutions; Godalming; On-site; GBP 32,000 - 48,000; Full time

Job summary

IT Talent Solutions is seeking a Senior IT Support Analyst for a fast-growing MSP environment. The role focuses on running the service desk, handling escalations, and mentoring junior analysts while maintaining SLA targets and high customer satisfaction.

The successful candidate will deliver hands-on technical support, manage complex incidents, and actively contribute to process improvements in a busy onsite setting.

Qualifications

• Experience in an MSP or multi-client technical support environment.
• Proven ability to resolve complex technical incidents across diverse technologies.
• Experience coaching, mentoring, or guiding junior team members.
• Excellent customer service and communication skills.
• Ability to manage workloads, prioritise effectively, and uphold SLA commitments.
• Knowledge of Office 365, Active Directory and MDM environments.

Responsibilities

• Oversee day-to-day service desk operations to maintain efficiency and service quality.
• Act as escalation point for complex incidents and technical challenges.
• Deliver hands-on technical support across a range of technologies and customer environments.
• Mentor and support junior analysts, ensuring consistent ticket management and SLA achievement.
• Collaborate closely with internal teams to ensure seamless service delivery.
• Maintain high levels of customer satisfaction through responsive and effective support.
• Contribute to ongoing improvement of processes, documentation, and technical standards.

Skills

MSP experience

Escalation management

Mentoring

Customer service

SLA management

Technical troubleshooting

Tools

Office 365

Active Directory

MDM

Job description

Senior IT Support Analyst

Our client, a fast‑growing Managed Service Provider (MSP), is seeking an experienced Senior Technical Support Analyst to take on a pivotal role within their support function. This is an excellent opportunity for a skilled IT professional who enjoys balancing hands‑on technical delivery with day‑to‑day leadership responsibilities in a dynamic service environment.

As Senior Technical Support Analyst, they will oversee the smooth running of the service desk while acting as a key escalation point for complex technical issues. They will remain fully engaged in ticket resolution—handling escalations, troubleshooting advanced problems, and providing technical reassurance to both customers and colleagues. Alongside their technical duties, they will play a vital leadership role by supporting and developing junior analysts, ensuring SLAs are consistently met, and maintaining high levels of customer satisfaction across all service interactions.

This position is central to maintaining exceptional service quality and shaping the continued growth of the IT support function. It offers the ideal blend of operational ownership, technical depth, and team leadership within a fast‑paced MSP setting.

Key Responsibilities:

• Oversee day‑to‑day service desk operations to maintain efficiency and service quality
• Act as escalation point for complex incidents and technical challenges
• Deliver hands‑on technical support across a range of technologies and customer environments
• Mentor and support junior analysts, ensuring consistent ticket management and SLA achievement
• Collaborate closely with internal teams to ensure seamless service delivery
• Maintain high levels of customer satisfaction through responsive and effective support
• Contribute to ongoing improvement of processes, documentation, and technical standards

Ideal Experience:

• Strong background within an MSP or multi‑client technical support environment
• Proven ability to resolve complex technical incidents across diverse technologies
• Experience coaching, mentoring, or guiding junior team members
• Excellent customer service and communication skills
• Ability to manage workloads, prioritise effectively, and uphold SLA commitments
• 365, AD, MDM, and all the pherierials

This is a fantastic opportunity for someone looking to step into a senior operational and technical role where they can make a measurable impact while continuing to develop their leadership capabilities. If they thrive in a fast‑paced environment, enjoy solving problems, and want to be part of a collaborative and ambitious MSP, this is the role for them.

This is an onsite role