Senior Service Desk Analyst
Reports To: Incident Manager
Location: Huntingdon
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
To assist and support the incident manager, by proactively leading and motivating the Junior SDAs ensuring that there is a culture of high performance, strong engagement and a commitment to continual improvement.
1. ITSM Architecture:Administer and optimizeServiceDesk Plus (SDP), including the design of complexRequest Life Cycles (RLC)and visual workflows.
2. Oversee the ful...