Senior Service Desk Analyst - First-Line IT Support

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

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