IT Senior Service Desk Analyst

Butler Rose is delighted to be working with a well-established organisation to recruit an experienced Senior Service Desk Analyst. This is an excellent opportunity for someone with exposure to supporting and guiding a Service Desk team while remaining hands-on technically. Reporting to the Service Desk Manager, you will play a key role in delivering high-quality 1st and 2nd line support across the business. You will act as a senior point of escalation, help manage more complex issues, and contribute to maintaining excellent service standards. This role would suit someone who enjoys a mix of technical support and informal leadership responsibilities, with the opportunity to mentor others and influence service improvements. Key responsibilities * Provide 1st and 2nd line support via phone, email, and remote tools * Act as an escalation point for more complex technical issues * Support the day-to-day running of the Service Desk and assist in prioritising workloads * Monitor system performance and service availability * Ensure tickets are logged, managed, and resolved in line with SLAs * Assist in managing major incidents and VIP support requests * Contribute to process improvements, including automation opportunities * Create and maintain documentation and knowledge base articles * Provide guidance, coaching, and support to junior team members * Deputise for the Service Desk Manager when required About you * Previous experience within a Service Desk environment (ideally 4+ years) * Strong technical troubleshooting skills across Microsoft environments (Windows 11, Office 365) * Experience with Active Directory, M365 administration, and endpoint management tools (e.g. Intune/Autopilot) * Exposure to Apple/Mac environments and remote support tools (e.g. LogMeIn or similar) * Good understanding of networking fundamentals (LAN/WAN, conferencing tools) * Confident communicator with the ability to engage with stakeholders at all levels * Experience supporting or mentoring colleagues, or taking the lead on tickets/projects * A proactive, customer-focused mindset with a strong attention to detail Competitive salary and benefits package If you're looking for a role where you can combine strong technical skills with the opportunity to guide and influence a Service Desk team, we'd love to hear from you.

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Butler Rose is committed to equality in the workplace and is an equal opportunity employer.Butler Rose Ltd is acting as an Employment Business in relation to this vacancy.