Senior Service Desk Analyst

Spectrum IT Recruitment; England; Hybrid; GBP 37,000 - 42,000; Full time

Job summary

A leading recruitment agency is seeking a Senior Service Desk Analyst for a hybrid role based in Southampton. The ideal candidate will have strong technical skills, particularly in Windows and ITIL frameworks, and will manage daily support operations, ensuring excellent service delivery. The role requires proactive engagement with ICT staff and end-users, along with experience in enterprise IT environments. A salary range of £37,000 - £42,000 is offered.

Qualifications

• Experience working in a Windows environment.
• Solid understanding of IT Service Management frameworks and tools.
• Experience in a busy enterprise-level IT Service Desk environment.

Responsibilities

• Act as the first point of contact and escalation for both ICT staff and end-users.
• Ensure incidents and service requests are logged, tracked, and resolved in a timely manner.
• Produce regular reports on key incidents and trends.

Skills

Windows

ITIL

Agile

Active Directory

SCCM

PowerShell

Office 365

SharePoint

Tools

Cherwell

Intune

Job description

Overview

Senior Service Desk Analyst - 12 Month FTC

Windows, ITIL, Agile, Active Directory

Hybrid - 2 days per week in the Southampton Office

Salary: 37,000 - 42,000

We are seeking an experienced and proactive Senior Service Desk Analyst to manage the daily operations of a busy Service Desk. This role is ideal for a highly organised person with strong technical skills in enterprise IT environments. You'll be responsible for coordinating support activities, resolving escalated issues, driving continuous improvement, and ensuring service standards are consistently met or exceeded.

Key Responsibilities

• Act as the first point of contact and escalation for both ICT staff and end-users.
• Ensure incidents and service requests are logged, tracked, and resolved in a timely and professional manner.
• Produce regular reports on key incidents and trends, with analysis and recommendations.
• Support the implementation of service improvement initiatives and process enhancements.
• Maintain accurate records of hardware and software assets, ensuring effective inventory control
• Liaise with third-party suppliers and vendors to ensure SLA adherence and timely issue resolution.
• Assist with the introduction of new services and technologies into live support.
• Champion IT service best practices and contribute to evolving support standards and procedures.

Technical Skills & Knowledge

• Experience working in a Windows environment.
• Solid understanding of IT Service Management frameworks and tools (e.g. Cherwell).
• Experience with monitoring and management tools (e.g. SCCM, SCOM, PowerShell).
• Proficiency in Active Directory and device management platforms (e.g. Intune, DataJar).
• Familiarity with enterprise productivity platforms such as Office 365, OneDrive, and SharePoint.
• Experience in a busy enterprise-level IT Service Desk environment.
• Strong track record of delivering excellent IT support and customer service.
• Experience managing support requests, escalations, and vendor interactions.

How to apply

If you have the relevant skills for this role and are ready for the challenge, please send your CV to (url removed)

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.