Senior Service Desk Analyst

Allen Lane; City Of London; On-site; GBP 45,750 - 49,056; Full time

Benefits offered by this job

Local Government Pension Scheme

Up to 31 days annual leave

Ongoing professional development

Excellent flexible working arrangements

Job summary

A leading recruitment firm is helping the London Borough of Newham find a Senior Service Desk Analyst. This position requires strong experience in IT support and excellent customer service skills. The successful candidate will lead a team of analysts and resolve technical issues, contributing to high-performance IT services. The role offers a salary between £45,750 and £49,056 with generous benefits including annual leave and professional development.

Qualifications

• Minimum 2 years of line management experience.
• Strong technical expertise in IT support.
• Experience with ITIL best practices.

Responsibilities

• Lead and mentor Service Desk Analysts.
• Act as an escalation point for technical issues.
• Deliver a responsive IT support service.
• Diagnose and resolve complex technical issues.
• Analyse service desk performance for improvement.
• Collaborate across the DDaT team.
• Participate in the out-of-hours support rota.

Skills

Knowledge of Windows 10/11

Microsoft 365

Entra ID

PowerShell scripting

Customer service skills

Problem-solving mindset

Job description

This range is provided by Allen Lane. Your actual pay will be based on your skills and experience – talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Allen Lane

Business Manager - DDaT specialist supporting public sector organisations with their permanent recruitment needs

Allen Lane are proud to be supporting the London Borough of Newham in their search to appoint a Senior Service Desk Analyst on a permanent basis. This is an exciting opportunity to join Newham’s Digital, Data and Technology (DDaT) service at a transformative time for the borough. You’ll help to deliver secure, reliable, and user-centred digital support that enables staff to provide the best possible services for residents.

If you’re a Senior Analyst with at least 2 years line management experience, a passion for great customer service, strong technical expertise and a desire to make a real impact, we’d love to hear from you.

The role

• Lead and mentor Service Desk Analysts, ensuring the effective management of incidents and service requests across the Council
• Act as an escalation point for complex technical issues, particularly in Windows 10/11, Microsoft 365, Intune, and Azure/Entra ID environments
• Deliver a responsive and professional IT support service that keeps Newham’s systems and users performing at their best
• Diagnose and resolve complex issues, ensuring minimal disruption to services and maintaining high standards of documentation and communication
• Analyse service desk performance and contribute to continuous improvement of processes, policies, and knowledge bases
• Work collaboratively across the DDaT team to promote user‑centred service delivery and share expertise
• Participate in the out‑of‑hours support rota, ensuring consistent coverage and service excellence

What you bring

• Strong knowledge of Windows 10/11, Microsoft 365 (Exchange Online, Teams, SharePoint), Entra ID (Azure AD), SCCM and Microsoft Intune
• Experience with Active Directory, Group Policy, and PowerShell scripting
• Familiarity with ITIL best practices and incident, request, and service level management
• Excellent customer service and communication skills, with the ability to translate technical information into clear, actionable advice
• Experience mentoring and supporting colleagues to develop their technical and service skills
• A proactive, problem‑solving mindset and a collaborative approach to improving IT service delivery

Benefits

A salary of £45,750 – £49,056 plus benefits including: Local Government Pension Scheme, up to 31 days annual leave plus bank holidays, ongoing professional development and excellent flexible working arrangements.

How to apply

Please submit your CV and a supporting statement (no more than 1,250 words) to [e-mail] by 9am on Friday the 7th November.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Government Administration