Job Description
Butler Rose is delighted to be working with a well-established organisation to recruit an experienced Senior Service Desk Analyst. This is an excellent opportunity for someone with exposure to supporting and guiding a Service Desk team while remaining hands-on technically. Reporting to the Service Desk Manager, you will play a key role in delivering high-quality 1st and 2nd line support across the business. You will act as a senior point of escalation, help manage more complex issues, and contribute to maintaining excellent service standards. This role would suit someone who enjoys a mix of technical support and informal leadership responsibilities, with the opportunity to mentor others and influence service improvements. Key responsibilities Provide 1st and 2nd line support via phone, email, and remote tools Act as an escalation point for more complex technical issues Support the day-to-day running of the Service Desk and assist in prioritising workloads Monitor system performance and service availability Ensure tickets are logged, managed, and resolved in line with SLAs Assist in managing major incidents and VIP support requests Contribute to process improvements, including automation opportunities Create and maintain documentation and knowledge base articles Provide guidance, coaching, and support to junior team members Deputise for the Service Desk Manager when required About you Previous experience within a Service Desk environment (ideally 4+ years) Strong technical troubleshooting skills across Microsoft environments (Windows 11, Office 365) Experience with Active Directory, M365 administration, and endpoint management tools (e.g. Intune/Autopilot) Exposure to Apple/Mac environments and remote support tools (e.g. LogMeIn or similar) Good understanding of networking fundamentals (LAN/WAN, conferencing tools) Confident communicator with the ability to engage with stakeholders at all levels Experience supporting or mentoring colleagues, or taking the lead on tickets/projects A proactive, customer-focused mindset with a strong attention to detail Competitive salary and benefits package If you're looking for a role where you can combine strong technical skills with the opportunity to guide and influence a Service Desk team, we'd love to hear from you.
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Butler Rose is committed to equality in the workplace and is an equal opportunity employer.Butler Rose Ltd is acting as an Employment Business in relation to this vacancy.