Senior Service Desk Analyst

Service Care Solutions - Housing; England; Hybrid; GBP 38,000; Full time

Job summary

A renowned service provider is looking for a Senior Service Desk Analyst based in Bedford. This hands-on technical role includes providing 1st and 2nd line support, mentoring junior staff, and enhancing service delivery. The candidate should have extensive experience in service desk roles, strong knowledge of ITSM tools, and be skilled in Microsoft 365 and Active Directory. This position offers a hybrid work model with a competitive salary.

Qualifications

• 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.

Responsibilities

• Deliver 1st and 2nd line technical support for ICT incidents.
• 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.
• Mentor and guide junior Service Desk staff.

Skills

Senior service desk / 2nd line role

ITSM tools

Microsoft 365

Active Directory

Troubleshooting skills

Communication skills

Education

A-level in IT-related subject

Tools

Microsoft Azure

Office 365

Teams

Job description

Overview

Job Title: Senior Service Desk Analyst

Location: Bedford, MK42 (Hybrid - minimum 50% 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

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.

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 for consideration.