Senior Service Desk Analyst

Volaris Group; Epsom; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

A leading company in the IT sector seeks a Senior Service Desk Analyst in Epsom for a hybrid role. You'll be responsible for addressing customer queries and driving improvements in service delivery while being part of a dynamic team focused on innovation and collaboration. Enjoy a robust career path and work-life balance with flexible hours.

Benefits

Career progression opportunities

Hybrid working model

Collaborative team environment

Qualifications

• Experience in 1st and 2nd line support.
• Strong understanding of ITSM platforms.
• Able to maintain calm under pressure.

Responsibilities

• Provide 1st and 2nd line support, resolve escalations.
• Perform root cause analysis and server maintenance.
• Support TechOps projects and liaise with third-party suppliers.

Skills

Customer-facing support

Problem-solving

Communication

Technical support

Education

ITIL Foundation certification

Degree (2:2 or above) in a relevant field

Tools

Apache Tomcat

Microsoft SQL Server

SaaS applications

Microsoft 365

Job description

Job Summary:

Senior Service Desk Analyst – Epsom / Hybrid

Bring your expertise. Make your impact. Grow with us.

Are you ready to take the next step in your IT support career? We’re looking for a passionate, proactive, and technically skilled Senior Service Desk Analyst to join our team in Epsom (with hybrid working options).

This is more than just a support role — it’s an opportunity to be part of a team that’s redefining how exceptional IT service is delivered. You’ll handle a mix of 1st and 2nd line queries, contribute to team leadership, and help drive continuous improvement across our Service Desk.

Job Description:

What You'll Be Doing

• Be the trusted point of contact for customers via phone, email, and self-service portal

• Provide 1st and 2nd line support, resolve escalations, and help drive timely issue resolution

• Perform root cause analysis and raise enhancement requests to improve customer experience

• Execute server maintenance, SaaS deployments, and upgrades.

• Support TechOps projects (e.g., Disaster Recovery, SQL upgrades) and l iaise with third-party suppliers on technical issues.

• Maintain knowledge base articles and documentation that empower both users and your team

• Participate in daily stand-ups, contribute ideas, and support junior colleagues

What We're Looking For

• Experience in customer-facing IT support (both 1st and 2nd line)

• Strong understanding of IT Service Management (ITSM) platforms

• Excellent problem-solving and communication skills — you’ll be confident talking to users and writing clear solutions

• Apache Tomcat (server admin, deployment).

• Microsoft SQL Server (basic queries) .

• Knowledge of SSRS/SSIS a plus.

• SaaS application support.

• Calm under pressure and always professional in approach

• Comfortable with Microsoft 365 and standard service desk tools

• ITIL Foundation certification and a degree (2:2 or above) in a relevant field

Why Join Us?

• Be part of a collaborative, forward-thinking team that takes pride in its work

• Make a real impact in a growing organisation where your voice is heard

• Take advantage of career progression opportunities — we’re serious about developing our people

• Enjoy a hybrid working model that supports work-life balance

• Contribute to an environment where innovation is encouraged, and ideas become solutions

Role Details

• Location: Epsom / Hybrid

• Hours: 37.5 per week, Monday–Friday (rota covering 08:30–17:30)

• Reporting to: Technical Operations Manager

• Salary: £28,000–£30,000

Worker Type:

Regular

Number of Openings Available:

1