Senior Service Desk Analyst

Biffa Waste Services; High Wycombe; On-site; GBP 32,000 - 42,000; Full time

Job summary

Biffa Waste Services is seeking a Senior Service Desk Analyst in High Wycombe to deliver first-line IT support across the group. You will log, triage and resolve incidents, ensuring responses meet SLA targets while mentoring junior analysts.

Responsibilities include prioritising tickets, handling major incidents, and contributing to knowledge base improvements. The role requires strong communication and a collaborative approach in a busy environment.

Qualifications

• Experience in a Service Desk environment supporting a range of technologies.
• Strong troubleshooting skills with a focus on first‑call resolution.
• Experience managing tickets, SLAs and KPIs within a customer‑focused IT support environment.
• Knowledge of Windows, Microsoft 365, Exchange, TCP/IP and remote support tools.
• Experience using ticketing systems and creating technical documentation.
• Excellent communication and problem‑solving skills, with the ability to work under pressure and in a team.

Responsibilities

• Act as first point of contact for IT issues, logging incidents in ServiceNow and delivering excellent customer service.
• Monitor response and resolution SLAs, prioritise tickets and escalate when needed.
• Manage high‑priority tickets and major incidents, producing incident reports as required.
• Provide guidance, training and 1st line support to colleagues and junior Analysts.
• Drive continuous improvement of Service Desk processes and maintain knowledge articles.

Skills

ServiceNow

Ticketing

Windows

Microsoft 365

Exchange

TCP/IP

Remote support

Communication

Tools

ServiceNow

Active Directory

Remote Desktop

Job description

Senior Service Desk Analyst

High Wycombe

A quick look at the role

As a Senior Service Desk Analyst, you’ll provide 1st line IT support across the group, ensuring incidents are resolved efficiently and within agreed SLAs. Acting as the first point of escalation for the team, you’ll support colleagues with technical queries, help train new starters and ensure a consistent, high-quality service is delivered to our internal customers.

The Service Desk’s opening hours are 7am-6pm, Monday to Friday. One of the Senior Service Desk Analysts will have to cover the early shift (07:00 to 15:30) and the other Senior Service Desk Analysts will have to cover the late shift (09:30 to 18:00).

Your core responsibilities

• Act as the first point of contact for IT issues, ensuring all incidents and requests are accurately logged in ServiceNow and users receive excellent customer service.
• Monitor and manage response and resolution SLAs, ensuring tickets are correctly prioritised, assigned, escalated and resolved within agreed timescales.
• Manage high-priority tickets and major incidents, identifying potential problems and producing incident reports where required.
• Proactively review aged tickets, support Service Desk Analysts with complex technical issues and help reduce overall ticket volumes.
• Provide guidance, training and technical support to Service Desk Analysts, while carrying out 1st line support duties as required.
• Drive continuous improvement across Service Desk processes and knowledge articles, maintaining strong relationships with colleagues, stakeholders and third‑party suppliers.

Our essential requirements

• Experience in a Service Desk environment supporting a range of technologies.
• Strong troubleshooting skills, with a focus on first‑call resolution and known fixes.
• Experience managing tickets, SLAs and KPIs within a customer‑focused IT support environment.
• Knowledge of Windows, Microsoft 365, Exchange, TCP/IP and remote support tools.
• Experience using ticketing systems and creating technical documentation.
• Excellent communication and problem‑solving skills, with the ability to work under pressure, use initiative and work effectively within a team.

We’re here to change the way people think about waste.

Whether we’re turning waste into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. Over 10,000 people around the country trust us to provide them with a career that’s always rewarding, often challenging, but never dull.

Dedicated to diversity.

Being inclusive is core to our culture at Biffa; we believe different ideas, perspectives and backgrounds are key to developing a creative and effective working environment that represents our communities and generates the best outcomes for colleagues, customers and stakeholders, which is why you’ll find us championing diversity, equity and inclusion at every turn.