Senior Service Desk Analyst

Service Care Solutions; Bedford; Hybrid; GBP 37,000 - 50,000; Full time

Job summary

A leading technology support firm in Bedford is seeking a Senior Service Desk Analyst to deliver both 1st and 2nd line support within a hybrid work environment. This role requires extensive experience in IT support and knowledge of Microsoft technologies. The ideal candidate will have excellent communication skills and the ability to mentor junior staff, while contributing to service improvement projects. Competitive salary offered.

Qualifications

• Extensive experience supporting desktops, laptops, mobile devices, printers, and servers.
• Strong knowledge of networking concepts (DHCP, DNS, TCP/IP).
• Excellent communication skills with both technical and non-technical users.

Responsibilities

• Deliver 1st and 2nd line technical support for ICT incidents.
• Ensure timely resolution of issues while meeting agreed SLAs.
• Mentor and guide junior Service Desk staff.

Skills

Extensive experience in a senior service desk / 2nd line role

Strong expertise in ITSM tools, scripting, and automation

Good knowledge of Microsoft 365

Solid experience with Active Directory

Education

A-level or equivalent qualification in IT-related subject

Tools

Microsoft Azure

Office 365

Teams

Job description

Overview

Job Title: Senior Service Desk Analyst
Location: Bedford, MK42 (Hybrid - minimum50% in office)
Contract: Permanent, Full-Time
Start Date: ASAP
Salary: £37,938 per annum

Important - Please Read Before Applying Without the following skills, CVs will not be considered:

• Extensive, proven experience in a senior service desk / 2nd line role
• Strong expertise in ITSM tools, scripting, and automation
• Good knowledge of Microsoft 365 (AzureAD / Entra ID, Exchange Hybrid)
• Solid experience with Active Directory

The Role

We are seeking a Senior Service Desk Analyst to join our Technology team. This is a hands-on technical role that combines 1st line service desk responsibilities with advanced 2nd line support. You''ll be supporting a wide range of technologies, mentoring junior colleagues, and contributing to projects and service improvements.

Key Responsibilities

• Deliver 1st and 2nd line technical support for ICT incidents, service requests, and changes
• Ensure timely resolution of issues while meeting agreed SLAs
• Support and maintain user accounts, software deployments, and IT assets
• Proactively monitor system performance and contribute to KPI reporting
• Work closely with the Service Desk Lead on projects and service transitions
• Maintain and update the team\'s knowledge base and documentation
• Mentor and guide junior Service Desk staff
• Identify and implement service improvement opportunities

Essential Criteria

• A-level (or equivalent) qualification in IT-related subject
• Extensive experience supporting desktops, laptops, mobile devices, printers, and servers
• Strong knowledge of Microsoft Azure, Office 365, and Teams
• Good working knowledge of networking concepts (DHCP, DNS, TCP/IP)
• Familiarity with virtualisation, SANs, and secure gateways
• Proven troubleshooting skills - able to resolve issues independently and collaboratively
• Excellent communication skills with both technical and non-technical users
• Organised, proactive, and able to prioritise a varied workload
• Previous contribution to IT projects (desirable)

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)