Senior Service Desk Analyst

Biffa Group; High Wycombe; On-site; GBP 32,000 - 40,000; Full time

Job summary

Biffa is seeking a Senior Service Desk Analyst in High Wycombe to provide 1st line IT support across the group, ensuring incidents are logged and resolved within SLAs. You will act as the first escalation point for the team and help train new starters to deliver a consistent, high-quality service to internal customers.

The Service Desk operates 7am–6pm, Monday to Friday. The role requires covering early and late shifts, logging and prioritising tickets in ServiceNow, helping colleagues, and

Qualifications

• 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‑focussed 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.

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.

Skills

Service Desk experience

Troubleshooting

Ticketing systems

SLA/KPI management

Windows & 365

Communication & teamwork

Tools

ServiceNow

Remote support tools

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.