Job at a glance
Position Overview The Senior Service Desk Analyst delivers first-line remote technical support and triage across diverse client environments. The role is responsible for resolving user incidents, fulfilling service requests, maintaining strict SLA compliance, and mentoring junior team members. Key Responsibilities First-Line Support & Triage: Deliver remote support via phone, email, live chat, and portal; log, triage, and manage incidents and service requests within the ITSM system.
Ticket & SLA Management: Resolve standard desktop, user account, connectivity, and software issues while meeting all contractual SLA targets. Escalations: Efficiently escalate complex or unresolvable tickets to Tier 2 and Tier 3 engineering teams. Team Leadership & Coverage: Mentor a sub-team of up to 8 analysts to improve technical knowledge and call handling; oversee daily 1st-line desk operations when the Support Manager is unavailable.
Continuous Improvement: Create at least one technical guide or standard operating procedure weekly based on escalated incidents; recommend procedural and service improvements. Technical Competencies & Scope User & Access Administration: Active Directory, password resets, and user lifecycle management. Productivity & Cloud Suites: Microsoft 365 / Office 365 user administration and basic cloud services.
Workstation & OS Support: Hardware and software troubleshooting for PC/desktop environments. Infrastructure Fundamentals: Foundational understanding of networking, basic server troubleshooting, storage, connectivity, virtualization, and security solutions. Requirements & Qualifications Experience: Minimum 3 years of hands-on experience in a fast-paced 1st-line IT support or helpdesk environment.
Education & Certifications: Formal qualification in Information Technology (A/AS Level, BTEC, HND, or equivalent), or Industry certifications: CompTIA A+ / Network+, or Microsoft MCP / MCSE. Desirable: ITIL Foundation certification; customer service certifications. Core Skills: Strong verbal and written communication, structured troubleshooting methodology, and the ability to prioritize tasks under pressure.
Key Performance Indicators (KPIs) Ticket Resolution: Target of 10 closed tickets per day. Ticket Maintenance: ≥ 90% of active tickets updated daily. Recall Rate: reopened/recalled tickets. Customer Satisfaction: Minimum 4.85 / 5.0 (or equivalent CSAT metric). Knowledge Sharing: 1 technical or service standard guide produced per week.