Senior Service Desk Analyst - Hybrid 1st/2nd Line

Proactive.IT Appointments; Epsom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading IT services company based near Epsom is seeking an experienced Service Desk Analyst to support 500 end users. The role offers competitive salary, hybrid working, and a comprehensive benefits package including a generous pension scheme, discretionary bonus, onsite amenities, and private medical. Ideal candidates will have over 5 years’ experience in Service Desk support, strong troubleshooting abilities, and excellent customer service skills. This is a permanent position with a vibrant team environment.

Benefits

Annual leave

Leading pension scheme (20%+ contribution)

Discretionary bonus

Onsite parking

Gym

Café and restaurant

Private medical

Life assurance

Income protection

Various car scheme

Qualifications

• Minimum of 5 years’ experience in a technical customer-facing Service Desk support role.
• Practical understanding of ITIL framework.
• Demonstrable troubleshooting and problem resolution skills.

Responsibilities

• Support up to 500 end users and solve 1st and 2nd line issues.
• Provide excellent customer service and build strong relationships.
• Work independently to manage and prioritize workload under pressure.

Skills

5+ years’ experience in Service Desk support

ITIL framework understanding

Troubleshooting and problem resolution skills

Microsoft Windows 11 support

Strong Microsoft Office and Office 365 skills

Client patching and collection management using SCCM

Active Directory administration

Experience adhering to procedures

Excellent customer service skills

Remote control tools usage

PC support experience

Self-starter with workload management

Analytical thinking and problem-solving

Excellent interpersonal skills

Job description

A leading IT services company based near Epsom is seeking an experienced Service Desk Analyst to support 500 end users. The role offers competitive salary, hybrid working, and a comprehensive benefits package including a generous pension scheme, discretionary bonus, onsite amenities, and private medical. Ideal candidates will have over 5 years’ experience in Service Desk support, strong troubleshooting abilities, and excellent customer service skills. This is a permanent position with a vibrant team environment.