Senior Service Desk Analyst | Ownership & Expert Support

Sword Group; Newcastle; Sur place; GBP 35 000 - 50 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Personalised career development

Flexible working

Comprehensive benefits

Résumé du poste

Sword Group is seeking a Senior Service Desk Analyst in the UK to provide senior technical and operational capability within Service Desk Operations. You will own incidents and requests, guide peers, and ensure service delivery meets agreed levels while maintaining a strong customer focus.

The role requires significant MSP/service desk experience, ITIL knowledge, and hands-on support across Windows, Microsoft 365, AD and related business applications.

Qualifications

• Significant experience in an MSP or enterprise Service Desk environment.
• Strong ITIL process knowledge (Incident/Request/Knowledge/Problem/Change).
• Experience using ServiceNow or equivalent ITSM platform.
• Experience supporting Windows, Microsoft 365, AD and end-user applications.

Responsabilités

• Take ownership of incidents and requests from investigation to resolution or escalation.
• Provide effective technical support across customer environments.
• Document and progress tickets with clear ownership and timelines.
• Escalate appropriately with relevant information to resolver teams.
• Support service quality and customer outcomes through proactive communication.

Connaissances

MSP experience

ITIL knowledge

ServiceNow

Windows

Microsoft 365

Active Directory

Communication

Formation

ITIL v4 certification

Outils

ServiceNow

Remote Support Tools

Description du poste

Sword Group is seeking a Senior Service Desk Analyst in the UK to provide senior technical and operational capability within Service Desk Operations. You will own incidents and requests, guide peers, and ensure service delivery meets agreed levels while maintaining a strong customer focus.

The role requires significant MSP/service desk experience, ITIL knowledge, and hands-on support across Windows, Microsoft 365, AD and related business applications.