The IT Senior Service Desk Analyst plays a key role within the IT Service Desk Team, which serves as the first point of contact for colleagues and IT suppliers across the UK and Republic of Ireland for a leading UK charity. This team supports users 24/7, 365 days a year, through a combination of an internal team and an external provider that covers out-of-hours support. With approximately 7,000 users and an average of 200 support requests daily, submitted via email, phone, and face-to-face, the team successfully resolves 8590% of issues. This role is responsible for providing second-line technical support, handling more complex issues that cannot be resolved at the first level. It also contributes to continuous service improvement, including the development of processes, procedures, and system automation. The Senior Analyst is also expected to deputise for the IT Service Desk Manager when required. Key Responsibilities Serve as the primary escalation point for IT Service Desk Analysts, providing expert guidance on high-impact technical incidents and service requests. Drive process improvement by implementing enhanced self-service and automation features to increase efficiency and deliver measurable value to users. Maintain clear, version-controlled documentation for all IT Service Desk processes to ensure consistency, minimise service disruption, and uphold security standards. Monitor key operational processes ( e.g. starters/movers/leavers) to ensure compliance, with a strong focus on security and asset management (hardware and software). Manage internal and external stakeholder relationships to address issues, gather feedback, and promote continuous service improvement. Identify recurring incidents, escalate trends to the IT Service Desk Manager, and coordinate with technical teams to implement and document effective workarounds. Oversee the IT Service Desk rota for internal staff and external providers to ensure 24/7 service coverage in line with agreed SLAs. Lead the onboarding and mentoring of new team members to ensure quality standards are consistently met. Take ownership of incidents and service requests through resolution or appropriate handover, ensuring timely response in line with SLA priorities. Apply ITIL principles to maintain service excellence and ensure compliance with best practice standards. Key Requirements and Qualifications Solid, proven experience in a similar service desk role providing second-line technical support within a fast-paced, complex, multi-site organisation. Expertise in supporting desktop and laptop infrastructure and applications in a large organisation, with the ability to apply technical knowledge effectively and stay up to date with relevant standards and best practices. Hands-on experience with technologies such as Microsoft 365, Active Directory/Azure, Office 365, Virtual Desktop environments, networking, mobile devices, and remote working tools. Excellent customer service skills, with the ability to handle user issues professionally, take ownership, and see problems through to resolution or appropriate escalation. Strong written and verbal communication skills, with the ability to clearly explain technical concepts and procedures to both technical and non-technical audiences. Strong interpersonal skills, with the ability to build and maintain effective working relationships at all levels. Excellent organisational skills, with the ability to manage workload independently, prioritise tasks effectively, and meet deadlines to a high standard. A proven ability to oversee the work of others and ensure team deliverables meet quality expectations and deadlines. A solutions-oriented mindset, with the ability to critically assess and improve existing processes to drive better outcomes. A degree-level qualification and/or equivalent practical experience, alongside an ITIL 4 Foundation certification (with evidence of continued professional development). Service Desk Institute certification is also welcome. The flexibility to work evenings, weekends, or unsociable hours, including occasional overnight stays and short-notice schedule changes, to support critical service requirements. Desirable Experience acting as a deputy for a Service Desk Manager or having leadership training or experience. Background in the not-for-profit or charity sector. What We Expect You will be expected to demonstrate behaviours that reflect our core values: integrity, accountability, compassion, passion, respect, and boldness.