Senior Service Desk Analyst – CPT

About the role

The Senior Service Desk Analyst provides first‑line remote technical support to a variety of client environments. You will resolve user incidents, fulfil service requests, ensure SLA compliance and mentor junior analysts.

Key responsibilities

• Deliver remote support via phone, email, live chat and portal, logging and triaging incidents in the ITSM system.
• Resolve desktop, user account, connectivity and software issues while meeting contractual SLA targets.
• Escalate complex tickets to Tier 2 and Tier 3 engineering teams as needed.
• Mentor a sub‑team of up to eight analysts and oversee desk operations in the Support Manager’s absence.
• Produce at least one technical guide or SOP each week and suggest service improvements.

Required profile

• Minimum three years of hands‑on experience in a fast‑paced 1st‑line IT support or help‑desk environment.
• Formal IT qualification (A/AS Level, BTEC, HND or equivalent) or industry certifications such as CompTIA A+, Network+ or Microsoft MCP/MCSE.
• Desirable ITIL Foundation or customer‑service certifications.
• Strong verbal and written communication with a structured troubleshooting methodology.

Required skills

• Active Directory user and access administration.
• Microsoft 365 / Office 365 user management and basic cloud services.
• PC/desktop hardware and Windows OS troubleshooting.
• Fundamental networking concepts and basic server, storage, virtualization and security knowledge.
• CompTIA A+, Network+ and Microsoft MCP/MCSE certifications.