Overview

Job Title: Senior Service Desk AnalystLocation: Bedford, MK42 (Hybrid - minimum50% in office)Contract: Permanent, Full-TimeStart Date: ASAPSalary: £37,938 per annumImportant - Please Read Before Applying

Without the following skills, CVs will not be considered:Extensive, proven experience in a senior service desk / 2nd line roleStrong expertise in ITSM tools, scripting, and automationGood knowledge of Microsoft 365 (AzureAD / Entra ID, Exchange Hybrid)Solid experience with Active DirectoryThe Role

We are seeking a Senior Service Desk Analyst to join our Technology team. This is a hands-on technical role that combines 1st line service desk responsibilities with advanced 2nd line support. You''''ll be supporting a wide range of technologies, mentoring junior colleagues, and contributing to projects and service improvements.Key Responsibilities

Deliver 1st and 2nd line technical support for ICT incidents, service requests, and changesEnsure timely resolution of issues while meeting agreed SLAsSupport and maintain user accounts, software deployments, and IT assetsProactively monitor system performance and contribute to KPI reportingWork closely with the Service Desk Lead on projects and service transitionsMaintain and update the team\''s knowledge base and documentationMentor and guide junior Service Desk staffIdentify and implement service improvement opportunitiesEssential Criteria

A-level (or equivalent) qualification in IT-related subjectExtensive experience supporting desktops, laptops, mobile devices, printers, and serversStrong knowledge of Microsoft Azure, Office 365, and TeamsGood working knowledge of networking concepts (DHCP, DNS, TCP/IP)Familiarity with virtualisation, SANs, and secure gatewaysProven troubleshooting skills - able to resolve issues independently and collaborativelyExcellent communication skills with both technical and non-technical usersOrganised, proactive, and able to prioritise a varied workloadPrevious contribution to IT projects (desirable)If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)

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