Overview
IT Senior Service Desk Analyst — Location: Colchester (Office-based) £25,500
REED Technology are looking for a proactive and technically skilled Senior Service Desk Analyst to join a fast-paced IT team supporting a nationwide network. This role is ideal for someone who thrives in a customer-focused environment, enjoys mentoring others, and is passionate about resolving technical issues efficiently and effectively.
You’ll play a key role in managing escalated support queries, coaching 1st Line Analysts, and contributing to the continuous improvement of IT services. This is a hands-on role with leadership responsibilities, offering the opportunity to make a real impact on service delivery.
Key Responsibilities
* Deliver 2nd Line IT and Telecoms support across the organisation, ensuring SLA compliance.
* Mentor and coach 1st Line Service Desk team members, supporting their development and maintaining training records.
* Lead by example in call handling, ticket resolution, and service desk operations.
* Analyse trends in recurring issues and implement long-term solutions.
* Provide 1st Line support coverage during staff shortages or peak demand.
* Manage escalated tickets from internal teams and external vendors.
* Assist with reporting, project delivery, and administrative tasks.
* Support and improve the ITSM platform (SysAid).
* Deliver desktop support including rebuilds, upgrades, migrations, and performance tuning.
Key Skills & Experience
* Strong working knowledge of Windows, macOS, iOS, Android, and Microsoft Office.
* Experience with Cisco telephony systems.
* Proficient in troubleshooting hardware (desktops, laptops, printers, MFDs).
* Familiarity with Active Directory, desktop group policies, and scripting (PowerShell, VBScript).
* Excellent communication skills with the ability to explain technical concepts clearly.
* Strong customer service orientation and ability to work under pressure.
* Organised, detail-oriented, and methodical in approach.
* Understanding of GDPR best practices.
* Flexible and enthusiastic about learning and implementing new technologies.
If you have the relevant experience for this role, please apply using the link provided.
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