Senior Service Desk Analyst

Peabody Trust; Basildon; On-site; GBP 38,000 - 48,000; Full time

Job summary

Peabody is seeking a Senior Service Desk Analyst to provide senior-level support, act as an escalation point, and help deliver high-quality IT service across Peabody. The role focuses on ensuring incidents and requests are resolved swiftly while maintaining strong customer satisfaction.

You will collaborate with IT teams, assist with Major Incident management, and drive knowledge base improvements. Mentoring colleagues and upholding ITIL practices are key aspects of the role.

Qualifications

• Experience in a busy IT Service Desk environment.
• Proficient in ServiceNow and ITIL-based processes.
• Experience handling Major Incidents and ITIL aligned practices.
• Excellent customer service, communication and problem-solving skills.
• Ability to mentor colleagues and confidently support technical escalations.

Responsibilities

• 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.

Skills

Customer service

Communication

Problem solving

ITIL

Mentoring

Escalation handling

Education

CompTIA certifications

SDI certifications

Tools

ServiceNow

Incident workflows

Major Incident management

ITIL framework

Job description

Our Vacancy

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.

Please read before applying

This role is primarily office-based.

Candidates who pass the initial sift will be invited to record two video answers to two questions.

Interviews will be held in person on Wednesday 23rd September at our Pitsea office.

Got questions? Reach out to George Murphy, Talent Specialist, at [e-mail]

We reserve the right to close this advert early should we receive enough applications.