Senior Service Desk Analyst - 12 Month FTC
Windows, ITIL, Agile, Active Directory
Full-Time in the Southampton Office for the first 1 /2 months, then Hybrid.
£37,000 - £42,000
We are seeking an experienced and proactive Senior Service Desk Analyst to manage the daily operations of a busy Service Desk. This role is ideal for a highly organised person with strong technical skills in enterprise IT environments.
You'll be responsible for coordinating support activities, resolving escalated issues, driving continuous improvement, and ensuring service standards are consistently met or exceeded.
Key Responsibilities:
1. Act as the first point of contact and escalation for both ICT staff and end-users.
2. Ensure incidents and service requests are logged, tracked, and resolved in a timely and professional manner.
3. Produce regular reports on key incidents and trends, with analysis and recommendations.
4. Support the implementation of service improvement initiatives and process enhancements.
5. Maintain accurate records of hardware and software assets, ensuring effective inventory control
6. Liaise with third-party suppliers and vendors to ensure SLA adherence and timely issue resolution.
7. Assist with the introduction of new services and technologies into live support.
8. Champion IT ser...