Foster Partners Senior Service Desk Analyst Permanent On-site We are a global studio for sustainable architecture, urbanism, engineering and design, founded by Norman Foster in 1967. Foster Partners. As a Senior Service Desk Analyst, you’ll be a trusted voice on the frontline, delivering best-in-class support and helping to shape the future of employee’s experience at Foster Partners. You'll play a key role in driving both the performance of the team and the quality of service we deliver to our employees. Key skills: * Minimum 3 years of end user support. * Proven success in a Service Desk environment, with strong personal track record. * Experience working with SLAs and service targets. * Familiarity with ITIL processes, particularly Incident and Problem Management. * Previous involvement in coaching or mentoring team members. * Clear and confident communication, both written and verbal. * Capable of simplifying technical details for non-technical users. * Excellent time management and planning abilities. * Proficient in ITSM tools for managing incidents and service requests. * Calm and adaptable under pressure, with a passion for employee satisfaction. * Curious and solution-oriented, with a drive for continuous learning and service improvement. * Strong problem-solving and analytical skills with a “bigger picture” mindset. * Experience with hardware troubleshooting (desktop/laptop, printer, mobile device etc.) In return we offer a competitive basic salary and generous benefits package which includes 25 days holiday (exc bank holidays), Pension, DIS and discretionary annual bonus