Senior Service Desk Analyst: Escalation & ITIL Specialist

Peabody Trust; Basildon; On-site; GBP 38,000 - 48,000; Full time

Job summary

Peabody is seeking a Senior Service Desk Analyst to provide senior-level support, act as an escalation point, and help deliver high-quality IT service across Peabody. The role focuses on ensuring incidents and requests are resolved swiftly while maintaining strong customer satisfaction.

You will collaborate with IT teams, assist with Major Incident management, and drive knowledge base improvements. Mentoring colleagues and upholding ITIL practices are key aspects of the role.

Qualifications

• Experience in a busy IT Service Desk environment.
• Proficient in ServiceNow and ITIL-based processes.
• Experience handling Major Incidents and ITIL aligned practices.
• Excellent customer service, communication and problem-solving skills.
• Ability to mentor colleagues and confidently support technical escalations.

Responsibilities

• Provide senior-level first-line support and act as an escalation point for Service Desk Analysts.
• Support the Service Desk Team Leader in driving performance, service improvements and knowledge sharing across the team.
• Manage incidents and service requests throughout their lifecycle, ensuring SLA targets and customer expectations are met.
• Assist with Major Incident management, problem resolution and communication with stakeholders.
• Maintain and improve knowledge base documentation, processes and ITIL best practices.
• Work closely with 2nd Line, Infrastructure and wider IT teams to deliver excellent customer outcomes.

Skills

Customer service

Communication

Problem solving

ITIL

Mentoring

Escalation handling

Education

CompTIA certifications

SDI certifications

Tools

ServiceNow

Incident workflows

Major Incident management

ITIL framework

Job description

Peabody is seeking a Senior Service Desk Analyst to provide senior-level support, act as an escalation point, and help deliver high-quality IT service across Peabody. The role focuses on ensuring incidents and requests are resolved swiftly while maintaining strong customer satisfaction.

You will collaborate with IT teams, assist with Major Incident management, and drive knowledge base improvements. Mentoring colleagues and upholding ITIL practices are key aspects of the role.