Senior Service Desk Analyst
Reports To: Incident Manager
Location: Huntingdon
UNLEASH YOUR POTENTIAL
The Service Desk Analyst provides expert-level technical support as the primary escalation point for the First Line team, working proactively to ensure all SLAs are met and customer satisfaction remains high. Serving as a key partner to the Incident and Service Delivery Managers, you will be responsible for maintaining the integrity of all records within the ManageEngine ITSM system while bridging the gap between technical teams and non-technical stakeholders.
By translating complex business requirements into technical solutions and collaborating closely with 2nd Line and external teams, you ensure a seamless, well-organised response to all incidents and service requests across the organisation.
Key Responsibilities
* Assist and support the incident manager by proactively leading and motivating the Junior SDA’s to create a culture of high performance, strong engagement and continuous improvement.
* ITSM Architecture: Administer and optimize ServiceDesk Plus (SDP), including the design of complex Request Life Cycles and visual workflows.
* Oversee the full Incident & Request life cycle from initial capture through to closure in line with agreed service levels and ITIL best practice.
* Assist with identifying any Major Incidents, communicate to the Incident Manager and liaise with external stakeholders.
* Help and mentor the Service Desk Analysts through escalations and by sharing experience and knowledge.
* Advanced Reporting: Develop custom dashboards and scheduled reports using Analytics Plus to track KPIs like SLA compliance and ticket trends.
* Develop and suggest CSI to the Incident Manager.
Technical Requirements
* ManageEngine Mastery: Deep administrative experience with ServiceDesk Plus (Cloud or On-Premise), AD Manager Plus, and Endpoint Central.
* Automation Logic: Proven ability to build IF/THEN conditions, Wait Nodes, and Approval Stages within the SDP Workflow Editor.
* Active Directory: Expert knowledge of AD, including GPOs and group nested permissions.
* Integration Skills: Experience using API Key/Authtoken to link ManageEngine products or connect to third-party apps (Slack, Jira, etc.).
Qualifications & Soft Skills
* Certifications: ITIL v4 Foundation and ideally a ManageEngine Certified Professional designation.
* Communication: Ability to train junior staff on ManageEngine best practices and KB creation.
* Ability to work well in a close team and liaise with external stakeholders.
* Good level of written and verbal communication.
* Ability to write in-depth knowledge articles for different levels of users.
Pay Range
£34,800.00-£43,500.00
Benefits
* Contributory Pension Scheme
* Private Medical Insurance
* 33 days Annual Leave (including public and privilege holidays)
* Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
* Flexi-Time
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
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