Senior Service Desk Analyst

JR United Kingdom; Portsmouth; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Senior Service Desk Analyst in Portsmouth to provide advanced support and ensure the functionality of IT services. With a focus on customer service and technical excellence, this role offers opportunities for personal growth and a collaborative work environment, along with a competitive salary and benefits.

Benefits

Private healthcare

Pension contributions

Health subsidy

Wellbeing programs

Career development opportunities

Hybrid working policy

Qualifications

• Deep understanding of IT support processes and best practices.
• Ability to diagnose and resolve technical issues quickly.
• Experience mentoring junior support analysts.

Responsibilities

• Provide advanced technical support for IT services.
• Mentor and coach junior support desk analysts.
• Perform routine system maintenance checks and updates.

Skills

Customer Service

Technical Support

Communication

Networking Concepts

ITIL Processes

Education

Bachelor’s degree in IT, Computer Science, or related field

Industry certifications such as Microsoft and CompTIA

Tools

ServiceDesk Ticketing Systems

Microsoft 365

Azure AD

PowerShell

Freshworks

Job description

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Senior Service Desk Analyst, Portsmouth, Hampshire

Client: Venquis

Location: Portsmouth, Hampshire, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 1

Posted: 04.06.2025

Expiry Date: 19.07.2025

Job Description:

Position: Senior Service Desk Analyst – London

Reporting to: Head of IT Operations

Hours: 33.75

Location: London

About the company: A P&I Insurance company with 240 employees worldwide, based near Liverpool Street station, London, with offices in Bermuda, Brazil, Cyprus, Greece, Hong Kong, Japan, and Singapore.

Overall Job Purpose: The senior analyst plays a crucial role in maintaining the efficiency and functionality of IT services within the company, providing expert-level support to ensure smooth operation of IT systems and services within the organisation.

Key Responsibilities:

• Technical Support:
• Provide advanced technical support for a wide range of IT services, including end user hardware, software applications, and network issues.
• Troubleshoot and resolve complex technical issues escalated from junior support staff.
• Ensure excellent customer service and communication throughout the support process.
• Proactively follow up with users upon resolution to confirm the issue has been satisfactorily addressed.
• Identify root causes and mitigation options as part of problem management.
• Mentor and coach junior support desk analysts, providing guidance and support as needed.
• Assist in training new team members and developing training materials.
• Foster a positive and collaborative team environment.

System Management:

• Deployment of new software versions and hardware.
• Routine system maintenance checks, updates, and backups to ensure service continuity.
• Support starter and leaver processes.
• Maintain accurate documentation of support requests, resolutions, and system configurations.

Person Specification:

• Deep understanding of IT support processes and best practices.
• Ability to diagnose and resolve technical issues quickly.
• Experience mentoring junior support analysts.
• Expertise in hybrid environments.
• Knowledge of Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, and Exchange.
• Experience in the financial services industry.
• Understanding of networking concepts and implementation.
• Good general understanding of IT infrastructure.
• Exceptional customer service skills, with strong communication and interpersonal abilities.
• Excellent written and spoken English.
• Bachelor’s degree in IT, Computer Science, or related field.
• Industry certifications such as Microsoft and CompTIA.
• ITIL v3/v4 Foundation Certification or experience working in a structured ITIL environment.
• Experience working in an ISO27001 environment with awareness of security incident processes and CIS benchmarks.
• Experience with ServiceDesk ticketing systems, specifically Freshworks.
• Experience with technologies like Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, Automation, and scripting.

What you will get:

• Collaborative, supportive, and friendly working environment with career development opportunities.
• Great work-life balance initiatives, including hybrid working policy.
• Clear career pathway with ongoing support for skill enhancement and employment development.
• Free access to the Protection & Indemnity Qualification by the International Group of P&I Clubs.
• Benefits including private healthcare, pension contributions, health subsidy, and wellbeing programs.

Company Values:

• Mutuality: Ensuring fairness amongst Club Members
• Integrity: Upholding high ethical, legal, and regulatory standards
• Safety and Sustainability: Contributing to safety of life at sea and environmental preservation
• Transparency: Building trust through open communication
• Excellence: Enabling team members and industry leaders to reach their full potential
• Collaborative: Embracing flexibility, diversity, and inclusivity

**Our client is committed to providing excellent service and fostering a people-centered culture based on mutual respect and support. We encourage you to apply.**