Senior Service Desk Analyst

Job Title: Senior Service Desk Analyst
Location: Bedford, MK42 (Hybrid – minimum 50% in office)
Contract: Permanent, Full-Time
Start Date: ASAP
Salary: £37,938 per annum

🚨 Important – Please Read Before Applying
Without the following skills, CVs will not be considered:

• Extensive, proven experience in a senior service desk / 2nd line role
• Strong expertise in ITSM tools, scripting, and automation
• Good knowledge of Microsoft 365 (AzureAD / Entra ID, Exchange Hybrid)
• Solid experience with Active Directory

The 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 changes
• Ensure timely resolution of issues while meeting agreed SLAs
• Support and maintain user accounts, software deployments, and IT assets
• Proactively monitor system performance and contribute to KPI reporting
• Work closely with the Service Desk Lead on projects and service transitions
• Maintain and update the team’s knowledge base and documentation
• Mentor and guide junior Service Desk staff
• Identify and implement service improvement opportunities

Essential Criteria

• A-level (or equivalent) qualification in IT-related subject
• Extensive experience supporting desktops, laptops, mobile devices, printers, and servers
• Strong knowledge of Microsoft Azure, Office 365, and Teams
• Good working knowledge of networking concepts (DHCP, DNS, TCP/IP)
• Familiarity with virtualisation, SANs, and secure gateways
• Proven troubleshooting skills – able to resolve issues independently and collaboratively
• Excellent communication skills with both technical and non-technical users
• Organised, proactive, and able to prioritise a varied workload
• Previous 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 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk