Senior Service Desk Lead - IT Support & Escalations

Peabody; Basildon; On-site; GBP 35,000 - 45,000; Full time

Job summary

Peabody is seeking a Senior Service Desk Analyst to provide senior-level support, act as an escalation point, and help drive IT service improvements. You will manage incidents and requests while collaborating with the IT team to uphold SLAs and deliver excellent customer outcomes.

The role emphasizes mentoring colleagues, handling major incidents, and maintaining knowledge bases. Strong ITIL knowledge and ServiceNow experience are essential for success in this office-based position.

Qualifications

• Experience in a busy IT Service Desk environment.
• Experience with ITIL and major incidents.
• Strong customer service and communication skills.

Responsibilities

• Provide senior-level first-line support and act as escalation point for Service Desk Analysts.
• Assist with driving performance, service improvements and knowledge sharing.
• Manage incidents and service requests throughout their lifecycle with SLA targets in mind.
• Support Major Incident management and communicate with stakeholders.
• Maintain knowledge base and ITIL-aligned processes.

Skills

Customer service

Incident management

Problem solving

Communication

Tools

ServiceNow

Job description

Peabody is seeking a Senior Service Desk Analyst to provide senior-level support, act as an escalation point, and help drive IT service improvements. You will manage incidents and requests while collaborating with the IT team to uphold SLAs and deliver excellent customer outcomes.

The role emphasizes mentoring colleagues, handling major incidents, and maintaining knowledge bases. Strong ITIL knowledge and ServiceNow experience are essential for success in this office-based position.