Senior Service Desk Analyst

Role: Senior Service Desk Analyst – 3rd Line / Technical Consultant

Location: Hereford (Office Based + Local Travel)

Salary: £40,000 – £45,000 DOE + Benefits + Career Progression

A hands-on senior role blending service desk, technical consultancy, and architectural responsibilities, with real training and progression opportunities.

We’re working with a well-established and growing IT services provider based in the Herefordshire area, supporting a wide range of businesses across the region. Their client base includes SMEs, schools, and professional services firms, and their reputation is built on quality support, trusted advice, and long-term partnerships. As part of their continued growth, they’re looking for a Senior Service Desk Analyst to take on 3rd Line responsibilities while also contributing to solution design, project delivery, and technical consultancy. This is a role where your technical expertise will be valued, and your future development will be actively supported.

Key Responsibilities:

• Providing 3rd Line support across a broad range of technologies
• Acting as a technical escalation point within the service desk team
• Visiting customer sites for more complex support issues or project work
• Collaborating on the design and deployment of new solutions across client infrastructure
• Supporting cloud migrations, system upgrades and network refreshes
• Helping define technical best practice and shaping long-term IT strategies for customers

Skills & Experience – Ideally you’ll have experience with:

• Microsoft 365 – including Exchange Online, SharePoint, Teams & Intune
• Windows Server (2012 – 2022) – AD, Group Policy, DNS/DHCP
• Azure – including migration, identity (AAD), storage, and virtual machines
• Hyper-V and/or VMware – for server virtualisation
• Networking – switches, routers, firewalls (e.g., DrayTek, TP-Link, Cisco)
• Backup solutions – Acronis, Macrium Reflect or similar
• Email security & filtering – e.g., Hornetsecurity, 365 Defender
• IT Security & Anti-virus – general awareness of endpoint protection and system hardening
• Hardware support – including desktops, laptops, printers and VoIP phones
• Experience working with RMM platforms (e.g., N-Able, Atera or similar) is a bonus
• Excellent client-facing skills – comfortable advising customers and delivering solutions on-site

What’s on offer:

• £40,000 – £45,000 depending on experience
• Clear route to more senior technical or architectural roles
• Investment in training and certifications (Microsoft, Azure, etc.)
• Close-knit, down-to-earth team environment with real autonomy
• On-site role based in Hereford, with local travel to customer sites
• Benefits package including pension, holidays and more

This would suit an experienced Senior Service Desk Analyst, 3rd Line Engineer, or IT Consultant looking for variety, autonomy and the opportunity to shape solutions, not just support them.

Ready to move your career forward with a role that makes an impact?

Apply now for more info and a confidential chat.