Senior Service Desk Analyst
Job Ref: LF
40416
Join a growing technology team within a global business, where operational excellence and proactive support are key to maintaining business continuity. This varied role will suit a confident and technically adept IT professional with experience leading service desk functions and a drive to deliver service improvement across jurisdictions.
Location
Duties for this role include, but are not limited to:
- Acting as the primary technical escalation point within the Service Desk.
- Delivering advanced first and second-line support across a wide range of applications and systems.
- Leading incident and problem management efforts, ensuring timely resolution and effective root cause analysis.
- Supporting and mentoring junior analysts, promoting a collaborative team culture.
- Maintaining accurate documentation, procedures and internal knowledge articles.
- Managing user account lifecycle and access permissions across systems.
- Performing regular system health and security checks, ensuring compliance with internal standards.
- Coordinating with third-party vendors to troubleshoot issues and implement technical solutions.
- Participating in IT projects including infrastructure upgrades and software deployments.
- Delivering end-user training and supporting change management processes.
- Adhering to ITIL best practice and internal policies.
- Supporting continuous improvement initiatives in conjunction with the Group Service Delivery Manager.
- Upholding the organisation's values through a client-focused and innovative approach.
Skills / Qualifications
The ideal candidate will have a minimum of five years' experience in an IT support or Service Desk role, including at least two years in a senior or lead capacity. A strong technical foundation in Microsoft 365, Windows OS, Active Directory and ITSM tools is essential. ITIL Foundation certification is preferred, and further industry certifications such as Microsoft or CompTIA will be advantageous. Strong troubleshooting, communication, and team leadership skills are key, along with a proactive and solutions-driven mindset.
How To Apply
For a full job description or further information on this role please call 711188, or email [email protected].If you wish to apply for this role, please submit your CV via the Apply Now button below.