Senior Service Desk Analyst: Lead & Resolve Complex Issues

Methods; Leeds; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Autonomy to grow skills

Flexible working options

Pension plan

Job summary

Methods Business and Digital Technology Limited in Leeds is seeking a Principal Service Desk Analyst to lead complex incident resolution and coordinate responses across the IT stack. You will manage escalations, drive service improvements, and act as a senior point of contact for customers and colleagues.

You will mentor Service Desk Analysts, collaborate with internal teams and vendors, and ensure high-quality customer service while maintaining SLAs.

Qualifications

• Experience of working on a Service Desk.
• Strong analytical and creative problem-solving skills.
• Excellent communication across channels and audiences.
• Competent in PowerShell programming/scripting.
• Able to manage time effectively and work with teams.

Responsibilities

• Provide consistent high-quality support to customers and colleagues, taking ownership of issues.
• Troubleshoot advanced problems across end-user compute, servers, and cloud platforms.
• Deliver updates and maintain records to meet SLAs.
• Mentor junior colleagues and deputise for Service Desk Manager during busy periods.
• Collaborate with internal/external IT teams and vendors; visit customer sites when required.

Skills

Service Desk experience

Analytical skills

Communication skills

PowerShell scripting

Time management

Teamwork

Flexibility

ITIL v4

Job description

Methods Business and Digital Technology Limited in Leeds is seeking a Principal Service Desk Analyst to lead complex incident resolution and coordinate responses across the IT stack. You will manage escalations, drive service improvements, and act as a senior point of contact for customers and colleagues.

You will mentor Service Desk Analysts, collaborate with internal teams and vendors, and ensure high-quality customer service while maintaining SLAs.