Senior Service Desk Analyst

Allen Lane are proud to be supporting the London Borough of Newham in their search to appoint a Senior Service Desk Analyst on a permanent basis. This is an exciting opportunity to join Newham's Digital, Data and Technology (DDaT) service at a transformative time for the borough. You'll help to deliver secure, reliable, and user-centred digital support that enables staff to provide the best possible services for residents.

If you're a Senior Analyst with at least 2 years line management experience, a passion for great customer service, strong technical expertise and a desire to make a real impact, we'd love to hear from you.

The role

As a Senior Service Desk Analyst, you will:

• Lead and mentor Service Desk Analysts, ensuring the effective management of incidents and service requests across the Council
• Act as an escalation point for complex technical issues, particularly in Windows 10/11, Microsoft 365, Intune, and Azure/Entra ID environments
• Deliver a responsive and professional IT support service that keeps Newham's systems and users performing at their best
• Diagnose and resolve complex issues, ensuring minimal disruption to services and maintaining high standards of documentation and communication
• Analyse service desk performance and contribute to continuous improvement of processes, policies, and knowledge bases
• Work collaboratively across the DDaT team to promote user-centred service delivery and share expertise
• Participate in the out-of-hours support rota, ensuring consistent coverage and service excellence

Key skills required

As a Senior Service Desk Analyst, you will bring:

• Strong knowledge of Windows 10/11, Microsoft 365 (Exchange Online, Teams, SharePoint), Entra ID (Azure AD),SCCM and Microsoft Intune
• Experience with Active Directory, Group Policy, and PowerShell scripting
• Familiarity with ITIL best practices and incident, request, and service level management
• Excellent customer service and communication skills, with the ability to translate technical information into clear, actionable advice
• Experience mentoring and supporting colleagues to develop their technical and service skills
• A proactive, problem-solving mindset and a collaborative approach to improving IT service delivery

What you get in return

A salary of £45,750 - £49,056 plus benefits including: Local Government Pension Scheme, Up to 31 days annual leave plus bank holidays, ongoing professional development and excellent flexible working arrangements.

How to apply

Please submit your CV and a supporting statement (no more than 1,250 words) to by 9am on Friday the 7th November.