Remote Based The Senior Service Desk Analyst will play a key role in supporting a growing SaaS client of ours by delivering high-quality technical support and customer service. This role acts as a senior escalation point within the service desk, providing technical expertise, mentoring junior team members, and ensuring customer issues are resolved efficiently and in line with agreed service levels. Key Responsibilities Provide senior-level support to the Service Delivery Manager in the day-to-day operation of the service desk. Mentor and support junior or newly onboarded service desk staff. Act as an escalation point for complex technical issues and customer complaints. Support the Account Management team by responding to customer queries and assisting with issue resolution. Take ownership of customer incidents and requests, managing tickets through to resolution. Ensure prompt responses to all logged cases in line with agreed SLAs. Investigate, diagnose, and troubleshoot technical issues to identify effective solutions. Escalate unresolved issues appropriately, following established internal processes. Liaise with third-party vendors to support issue resolution where required. Provide clear, accurate, and timely updates to customers, using non-technical language where appropriate. Ensure all incidents and requests are accurately recorded, documented, and closed. Create and maintain technical documentation, including knowledge base articles and support notes. Book and coordinate paid support activities such as system upgrades, server moves, and enhancements. Carry out scheduled system upgrades, patching, and release deployments. Support the installation and configuration of workforce management and related SaaS software solutions. Identify opportunities to improve first-time fix rates and overall service efficiency. Proactively suggest alternative solutions where appropriate to support customer retention. Stay up to date with system changes, updates, and industry best practices. Participate in out-of-hours support on a rota basis for premium customers, as required. Person Specification Qualifications & Experience Strong experience supporting Microsoft Windows Server environments (2008 onwards). Experience with Microsoft SQL Server (2005 onwards). Experience supporting Remote Desktop / Terminal Services environments (ideally Windows Server 2012 R2 or later). Experience with analytics or reporting platforms is desirable but not essential. Previous experience in a senior service desk or technical support role within a SaaS or managed service environment. Skills & Abilities Excellent telephone manner and professional communication skills. Ability to communicate clearly and accurately, both verbally and in writing. Strong understanding of customer service principles and best practices. Good working knowledge of relevant software applications and IT infrastructure. Strong listening skills and the ability to understand customer needs. Ability to work collaboratively and contribute to team success. Proven ability to manage multiple tasks and priorities effectively. Strong time management and organisational skills. Personal Attributes Reliable, punctual, and demonstrates a strong work ethic. Remains effective and adaptable during periods of change or increased pressure. Results-focused, with a strong commitment to meeting objectives and deadlines. Builds positive working relationships with colleagues and customers. Approaches customer needs with empathy and professionalism. Handles challenging or escalated situations calmly and constructively. Demonstrates accountability and takes ownership of responsibilities. Maintains high personal standards and a commitment to continuous improvement. Demonstrates resilience and professionalism in high-pressure environments. Values diversity and works respectfully with individuals from a wide range of backgrounds and experiences.