Job Summary:
Senior Service Desk Analyst – Epsom / Hybrid
Bring your expertise. Make your impact. Grow with us.
Are you ready to take the next step in your IT support career? We’re looking for a passionate, proactive, and technically skilled Senior Service Desk Analyst to join our team in Epsom (with hybrid working options).
This is more than just a support role — it’s an opportunity to be part of a team that’s redefining how exceptional IT service is delivered. You’ll handle a mix of 1st and 2nd line queries, contribute to team leadership, and help drive continuous improvement across our Service Desk.
Job Description:
What You'll Be Doing
* Be the trusted point of contact for customers via phone, email, and self-service portal
* Provide 1st and 2nd line support, resolve escalations, and help drive timely issue resolution
* Perform root cause analysis and raise enhancement requests to improve customer experience
* Execute server maintenance, SaaS deployments, and upgrades.
* Support TechOps projects (e.g., Disaster Recovery, SQL upgrades) and l iaise with third-party suppliers on technical issues.
* Maintain knowledge base articles and documentation that empower both users and your team
* Participate in daily stand-ups, contribute ideas, and support junior colleagues
What We're Looking For
* Experience in customer-facing IT support (both 1st and 2nd line)
* Strong understanding of IT Service Management (ITSM) platforms
* Excellent problem-solving and communication skills — you’ll be confident talking to users and writing clear solutions
* Apache Tomcat (server admin, deployment).
* Microsoft SQL Server (basic queries) .
* Knowledge of SSRS/SSIS a plus.
* SaaS application support.
* Calm under pressure and always professional in approach
* Comfortable with Microsoft 365 and standard service desk tools
* ITIL Foundation certification and a degree (2:2 or above) in a relevant field
Why Join Us?
* Be part of a collaborative, forward-thinking team that takes pride in its work
* Make a real impact in a growing organisation where your voice is heard
* Take advantage of career progression opportunities — we’re serious about developing our people
* Enjoy a hybrid working model that supports work-life balance
* Contribute to an environment where innovation is encouraged, and ideas become solutions
Role Details
* Location: Epsom / Hybrid
* Hours: 37.5 per week, Monday–Friday (rota covering 08:30–17:30)
* Reporting to: Technical Operations Manager
* Salary: £28,000–£30,000
Worker Type:
Regular
Number of Openings Available:
1 #J-18808-Ljbffr