Senior Service Desk Analyst

Peabody; Basildon; On-site; GBP 35,000 - 45,000; Full time

Job summary

Peabody is seeking a Senior Service Desk Analyst to provide senior-level support, act as an escalation point, and help drive IT service improvements. You will manage incidents and requests while collaborating with the IT team to uphold SLAs and deliver excellent customer outcomes.

The role emphasizes mentoring colleagues, handling major incidents, and maintaining knowledge bases. Strong ITIL knowledge and ServiceNow experience are essential for success in this office-based position.

Qualifications

• Experience in a busy IT Service Desk environment.
• Experience with ITIL and major incidents.
• Strong customer service and communication skills.

Responsibilities

• Provide senior-level first-line support and act as escalation point for Service Desk Analysts.
• Assist with driving performance, service improvements and knowledge sharing.
• Manage incidents and service requests throughout their lifecycle with SLA targets in mind.
• Support Major Incident management and communicate with stakeholders.
• Maintain knowledge base and ITIL-aligned processes.

Skills

Customer service

Incident management

Problem solving

Communication

Tools

ServiceNow

Job description

Senior Service Desk Analyst – Help Deliver Outstanding IT Support

Are you an experienced Service Desk professional looking to take the next step in your IT career? As a Senior Service Desk Analyst, you'll play a key role in delivering excellent technical support across Peabody, acting as an escalation point for the Service Desk team while supporting the Service Desk Team Leader to drive performance, service excellence and continuous improvement. Working closely with colleagues across IT, you'll help ensure incidents and service requests are resolved efficiently, customers receive a high-quality service and IT processes are consistently followed.

What You'll Be Doing

• Provide senior-level first-line support and act as an escalation point for Service Desk Analysts.
• Support the Service Desk Team Leader in driving performance, service improvements and knowledge sharing across the team.
• Manage incidents and service requests throughout their lifecycle, ensuring SLA targets and customer expectations are met.
• Assist with Major Incident management, problem resolution and communication with stakeholders.
• Maintain and improve knowledge base documentation, processes and ITIL best practices.
• Work closely with 2nd Line, Infrastructure and wider IT teams to deliver excellent customer outcomes.

What You'll Bring

• Experience working within a busy IT Service Desk environment.
• Strong experience using ServiceNow and managing Incident and Request workflows.
• Experience handling Major Incidents and working within an ITIL framework.
• Excellent customer service, communication and problem-solving skills.
• Ability to mentor colleagues and confidently support technical escalations.
• Relevant industry certifications such as CompTIA, Service Desk Institute (SDI) or similar.

Why Join Us?

When you join Peabody, you're joining a team guided by our values:

Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together.

This role is primarily office-based.