Role Overview

The IT Service Desk is the central point of contact for IT queries from all colleagues across Iglu. The Service Desk sets the standard of behaviour for customer engagement across IT, supporting and delivering services that meet customer needs and inform IT Services objectives.

The Senior Service Desk Analyst is a key role overseeing the effectiveness of Service Desk knowledge and skills, ensuring that consistency and quality are maintained and that service targets are met. Reporting directly to the IT Service Desk Team Leader, this role offers specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through telephone, email, and our self-service portal.

You will offer advanced first-line IT support, acting as an escalation point, mentoring junior staff, and driving service improvements by resolving complex incidents and liaising with vendors. This role is ideal for someone with a good level of experience and a strong enthusiasm for IT and technology.

Key Responsibilities

• Support & Triage: Provide first-line IT support and initial triage for all incidents raised.

• Request Management: Manage the full lifecycle of service requests, including New User Creation and laptop provisioning.

• Leadership Support: Assist the Team Leader with managing team workloads, ensuring resources are best utilised in order to hit targets.

• Escalation & Mentoring: Act as an escalation point for more junior staff members, assisting with complex incidents/requests.

• Administration: Manage Active Directory and Google Workspace (G-Suite) administration.

• ITIL Framework: Work to ITIL methodologies across Incident, Request, and Change Management.

• Communication: Liaise with vendors and communicate effectively with staff and other departments.

• Documentation: Produce high-quality documentation, knowledge articles, and user guides.

• Infrastructure Support: Support and maintain laptops, desktops, and printers across all sites and remote locations, including support for our homeworker base.

• Service Monitoring: Review active Incidents/Requests in both the Service Desk and other support teams to ensure SLA targets are adhered to.

• Project & Asset Support: Provide project support as required. Maintain stock counts across both Portsmouth and Wimbledon stockrooms, ordering kit to ensure availability for demand.

• Out-of-Hours: Support the business after working hours on a paid on-call rota basis, covering weekends and bank holidays.

Key Performance Indicators (KPIs)

• SLA Compliance: Ensure all Incidents and Requests meet pre-defined Service Level Agreements.

• Performance Metrics: Ensure both you and the team meet pre-defined KPIs, including first-time fix rates and call quality targets.

Essential Skills & Experience

• Experience: A minimum of 2 years’ experience in a Senior Service Desk, Desktop Support, or 2nd Line Support role.

• Core Technologies: Firm grasp of Windows technologies, including deep knowledge of Active Directory (Users, Computers, and Security Groups) and Group Policy Objects (GPO).

• Networking: VPN support experience with the ability to triage and resolve common issues.

• Hardware: Excellent understanding of laptop and desktop support, including building, imaging, and updating standard device builds.

• Environment: Experience in both face-to-face and remote support.

• Continuous Improvement: Ability to identify recurring issues and introduce new processes, including writing technical procedural documentation.

• Toolsets: Experience with ServiceNow or a similar Service Management toolset.

Desirable Skills & Experience

• Qualifications: ITIL Foundation Qualification (v3 or v4) or relevant technical certifications (e.g., CompTIA Network+, Microsoft Modern Desktop Administrator).

• MDM: Experience managing mobile assets via Intune, Kandji, or similar platforms.

• Scripting: Basic proficiency in PowerShell to troubleshoot existing automation (e.g., user onboarding) or create simple scripts for repetitive tasks.

Personal Attributes

• Professionalism: Ability to develop effective working relationships with colleagues within and beyond IT Services.

• Organisation: Excellent organisational skills with the ability to multi-task and manage own time whilst contributing to team goals.

• Communication: Strong verbal and written skills, with the capability to deal articulately with staff and external suppliers.

• Problem Solving: A proactive approach, with the ability to think "around" issues and translate technical language for a non-technical audience.

• Attitude: A team player with a flexible attitude and a willingness to acquire knowledge fast.