Senior Service Desk Analyst

JR United Kingdom; West Midlands Combined Authority; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading company in the financial services sector seeks a Senior Service Desk Analyst in West Midlands. The role involves providing advanced technical support and system management, with opportunities for mentorship and career development in a collaborative environment. Candidates should have relevant IT qualifications and strong problem-solving skills.

Benefits

Collaborative work environment

Hybrid working

Career development

Free education (P&I Qualification)

Private healthcare

Pension

Health subsidy

Wellbeing programs

Qualifications

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

Responsibilities

• Provide advanced technical support for hardware and software issues.
• Deploy software/hardware updates and perform routine maintenance.
• Mentor junior staff and assist in training.

Skills

Technical Support

Problem Diagnosis

Customer Service

Communication Skills

Education

Bachelor's degree in IT or related field

Relevant certifications (Microsoft, CompTIA, ITIL)

Tools

ServiceDesk systems like Freshworks

Microsoft 365

Intune

Azure AD

PowerShell

Job description

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Senior Service Desk Analyst, West Midlands

Client: Venquis

Location: West Midlands

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, headquartered near Liverpool Street station, London. Offices in Bermuda, Brazil, Cyprus, Greece, Hong Kong, Japan, and Singapore.

Overall Job Purpose: The senior analyst maintains IT service efficiency and functionality, providing expert support for smooth IT operations.

Key Responsibilities:

• Technical Support: Provide advanced support for hardware, software, and network issues; troubleshoot complex problems; ensure excellent customer service; follow up with users; identify root causes; mentor junior staff; assist in training.
• System Management: Deploy software/hardware updates; perform routine maintenance; support onboarding/offboarding; maintain documentation.

Person Specification:

• Strong understanding of IT support processes and best practices
• Ability to diagnose and resolve technical issues quickly
• Experience mentoring support analysts
• Knowledge of hybrid environments and expertise in Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, and Exchange
• Experience in financial services industry
• Understanding of networking and IT infrastructure
• Excellent customer service and communication skills
• Bachelor’s degree in IT or related field
• Relevant certifications (Microsoft, CompTIA, ITIL)
• Experience with ISO27001 and security incident processes
• Experience with ServiceDesk systems like Freshworks; familiarity with Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, scripting

Benefits: Collaborative work environment, hybrid working, career development, free education (P&I Qualification), private healthcare, pension, health subsidy, wellbeing programs.

Company Values: Mutuality, Integrity, Safety & Sustainability, Transparency, Excellence, Collaboration.

Our client is committed to providing excellent service and fostering a respectful, supportive culture. We encourage applications from all qualified candidates.