Senior Service Desk Analyst

Service Care Solutions Ltd; Bedford; On-site; GBP 38,000; Full time

Job summary

A leading company in Bedford seeks a Senior Service Desk Analyst to provide high-quality technical support and mentor junior staff. This role combines first-line and second-line support responsibilities, contributing to ongoing project work and improvements in ICT services. Ideal candidates will have strong technical knowledge and excellent communication skills.

Qualifications

• Experience supporting a range of technologies including desktops and servers.
• Strong understanding of networking concepts like DHCP and DNS.

Responsibilities

• Deliver first and second-line technical support for ICT incidents.
• Mentor junior Service Desk staff and contribute to project delivery.

Skills

Communication

Troubleshooting

Organisational Skills

Education

A-level or equivalent qualification in IT

Tools

Microsoft Azure

Office 365

Microsoft Teams

Job description

Job Title: Senior Service Desk Analyst
Location: Bedford, MK42 (Minimum 2 days in the office)
Contract: Permanent, Full-Time
Start Date: ASAP
Salary: £37,938 per annum

We’re seeking a Senior Service Desk Analyst to join our Technology team. This role will combine first-line service desk responsibilities with more advanced second-line support duties, making it ideal for someone ready to take on a senior, hands-on technical role within a collaborative environment.
As a key member of the Service Desk, you’ll not only provide high-quality technical support to users across the Council and partner agencies but also mentor junior colleagues, contribute to ongoing project work, and help shape continuous improvements to our ICT services.

Key Responsibilities:

• Deliver first and second-line technical support for ICT incidents, service requests, and changes.
• Ensure timely and effective resolution of technical issues, maintaining agreed SLAs.
• Support and maintain user accounts, software deployments, and IT assets across their lifecycle.
• Proactively monitor system performance and contribute to KPI reporting.
• Work closely with the Service Desk Lead on project delivery and transition of new systems to operational support.
• Maintain and enhance the team’s knowledge base and documentation.
• Provide mentorship and guidance to junior Service Desk staff.
• Assist in identifying and implementing improvements in support processes.

Essential Criteria:

• A-level or equivalent qualification in an IT-related field.
• Demonstrable experience supporting a wide range of technologies including desktops, laptops, mobile devices, printers, and servers.
• Strong understanding of Microsoft Azure, Office 365, and Microsoft Teams.
• Good working knowledge of networking concepts (DHCP, DNS, TCP/IP).
• Familiarity with virtualisation, storage area networks (SANs), and secure gateways.
• Proven ability to troubleshoot and resolve technical issues independently and collaboratively.
• Excellent communication and interpersonal skills for supporting both technical and non-technical users.
• Organised, proactive, and able to manage and prioritise a varied workload.
• Experience contributing to IT projects is 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 01772 208 966 or send an E-Mail to [e-mail]