Senior Service Desk Analyst – Hybrid Telford Contract

Experis (Austria); Halford CP; Hybrid; GBP 73,000 - 96,000; Full time

Job summary

Capgemini is seeking a Senior Service Desk Analyst in Telford for a 6-month contract. The role involves monitoring inbound calls, supporting analysts, and guiding escalation paths. The successful candidate will own issues, coach junior staff, and ensure service desk readiness with strong customer focus.

The position requires BPSS clearance and a PAYE-only arrangement, with a hybrid work pattern of two days in the office weekly.

Qualifications

• Experience in service desk operations and incident resolution.
• Understanding of service management frameworks (Level 3).
• Ability to own issues and drive resolution.

Responsibilities

• Own and update the script for service desk analysts.
• Coach and develop service desk analysts and manage attendance/availability.
• Own an issue until resolution or mitigation.
• Investigate problems in systems/processes and contribute to remedies.

Skills

Service desk experience

Coaching / mentoring

Stakeholder communication

Job description

Capgemini is seeking a Senior Service Desk Analyst in Telford for a 6-month contract. The role involves monitoring inbound calls, supporting analysts, and guiding escalation paths. The successful candidate will own issues, coach junior staff, and ensure service desk readiness with strong customer focus.

The position requires BPSS clearance and a PAYE-only arrangement, with a hybrid work pattern of two days in the office weekly.