Senior Service Desk Analyst

Service Care Solutions - Housing; Cambridgeshire and Peterborough; On-site; GBP 38,000; Full time

Job summary

A leading company in the technology sector is seeking a Senior Service Desk Analyst to join their team in Bedford. This role encompasses both first-line and second-line support within a collaborative environment, where you'll mentor junior staff and enhance ICT service delivery. Ideal candidates will have A-level qualifications in IT and substantial experience with supporting diverse technology platforms. If you're ready for a senior role that combines technical expertise with mentoring and improvement initiatives, apply now!

Qualifications

• Minimum A-level or equivalent in IT.
• Experience supporting desktops, laptops, mobile devices, printers, servers.
• Strong understanding of networking concepts.

Responsibilities

• Deliver first and second-line technical support for ICT incidents.
• Maintain and support user accounts and IT assets.
• Mentor junior Service Desk staff.

Skills

Technical support

Troubleshooting

Interpersonal skills

Education

A-level or equivalent qualification in an IT-related field

Tools

Microsoft Azure

Office 365

Microsoft Teams

Job description

Job Title: Senior Service Desk AnalystLocation: Bedford, MK42 (Minimum 2 days in the office)Contract: Permanent, Full-Time Start Date: ASAPSalary: £37,938 per annumWe'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 or send an E-Mail to .uk