As a Senior Service Desk Analyst, you'll be the first point of escalation for incidents and service requests, providing expert ICT support to users while mentoring and upskilling the broader Service Desk Analyst team. You'll play a key role in driving improvements to service desk practices and ensuring technology systems run at their best.

Serve as the first point of escalation for Service Desk Analysts, resolving complex and escalated ICT incidents and service requests

Provide telephone, face-to-face, and remote technical support to users across the business

Triage and resolve a wide range of ICT issues across computers, printers, multifunction devices, tablets, and smartphones

Liaise with third‐party vendors to resolve incidents and service requests as required

Maintain accurate log entries of service requests and incidents, including resolution timeframes and updates

Contribute to the development and maintenance of ICT support documentation

Identify and implement improvements to Service Desk practices and procedures

Guide users to self-resolve issues through agreed procedures and knowledge-sharing