Senior Service Desk Analyst - #145603

Bring your expertise. Make your impact. Grow with us.

Are you ready to take the next step in your IT support career? We’re looking for a passionate, proactive, and technically skilled Senior Service Desk Analyst to join our team in Epsom (with hybrid working options).

This is more than just a support role — it’s an opportunity to be part of a team that’s redefining how exceptional IT service is delivered. You’ll handle a mix of 1st and 2nd line queries, contribute to team leadership, and help drive continuous improvement across our Service Desk.

What You'll Be Doing

• Be the trusted point of contact for customers via phone, email, and self-service portal
• Provide 1st and 2nd line support, resolve escalations, and help drive timely issue resolution
• Perform root cause analysis and raise enhancement requests to improve customer experience
• Execute server maintenance, SaaS deployments, and upgrades.
• Support TechOps projects (e.g., Disaster Recovery, SQL upgrades) and liaise with third-party suppliers on technical issues.
• Maintain knowledge base articles and documentation that empower both users and your team
• Participate in daily stand-ups, contribute ideas, and support junior colleagues

What We're Looking For

• Experience in customer-facing IT support (both 1st and 2nd line)
• Strong understanding of IT Service Management (ITSM) platforms
• Excellent problem-solving and communication skills — you’ll be confident talking to users and writing clear solutions
• Apache Tomcat (server admin, deployment).
• Microsoft SQL Server (basic queries).
• Knowledge of SSRS/SSIS a plus.
• SaaS application support.
• Calm under pressure and always professional in approach
• Comfortable with Microsoft 365 and standard service desk tools
• ITIL Foundation certification and a degree (2:2 or above) in a relevant field

Why Join Us?

• Be part of a collaborative, forward-thinking team that takes pride in its work
• Make a real impact in a growing organisation where your voice is heard
• Take advantage of career progression opportunities — we’re serious about developing our people
• Enjoy a hybrid working model that supports work-life balance
• Contribute to an environment where innovation is encouraged, and ideas become solutions

Role Details

• Location: Epsom / Hybrid
• Hours: 37.5 per week, Monday–Friday (rota covering 08:30–17:30)
• Reporting to: Technical Operations Manager
• Salary: £28,000–£30,000