Service Desk Senior Analyst

TN United Kingdom; Ribchester; Hybrid; GBP 35,000; Full time

Job description

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Service Desk Senior Analyst – Lyra Technology Group

Lyra Technology Group is seeking a Service Desk Senior Analyst to join their team at CMS Group. The Service Desk Senior plays a critical leadership and operational role within the Service Desk, ensuring consistent delivery of high-quality IT support. Acting as both a technical escalation points and a team mentor, the Senior is responsible for improving service desk efficiency, managing major incidents, supporting customer satisfaction, and contributing to strategic initiatives.

This role combines deep technical knowledge with leadership, customer service excellence, and process improvement responsibilities.

Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

About CMS Group…

CMS Group is a well-established, fast-paced Managed Service Provider (MSP) delivering high-quality IT support to a diverse client base across multiple industries worldwide. Our dynamic environment values proactive support, technical expertise, and an unwavering commitment to excellent customer service.

Your work as aService Desk Senior Analyst will include the following duties:

• Proven experience in 2nd line IT support, ideally within an MSP environment
• Strong troubleshooting skills across hardware, software, networking, and cloud technologies (e.g. Microsoft 365, SharePoint, VPN, MFA)
• Excellent communication and customer service skills, with the ability to handle escalations and incidents confidently
• Leadership qualities with experience mentoring and supporting junior engineers
• Strong understanding of service management, SLAs, and incident response
• Familiarity with tools such as RMM platforms, ConnectWise, PassPortal, and IT documentation systems
• High attention to detail in documentation and process adherence
• Flexibility to work shifts and weekends as part of a rotational schedule

Our ideal Service Desk Senior Analyst has the following qualifications:

• Experience with RMM tools, ConnectWise, PassPortal, or equivalent platforms
• Understanding of ITIL best practices
• Familiarity with Microsoft 365, SharePoint, OneDrive, MFA, VPN, and AV technologies
• Project or service delivery experience in an MSP environment
• A proactive attitude and willingness to take ownership are essential
• Flexibility with working hours, including occasional weekends, is required
• Strong collaboration with the Service Desk Manager and cross-functional teams is key to success

The targeted base compensation for this role is 35,000 Pounds, plus an increase in salary on the weekend every month. This role will operate on a hybrid basis (3 days in office, 2 remote) at their office in Ribchester, UK (Manor Court, Unit 6, Ribchester PR3 3XR, United Kingdom).

If you match the qualifications, we would love to review your application!