Senior IT Service Desk Analyst

Job overview

The Senior Service Desk Analyst will be responsible for supporting the operation, maintenance, and improvement of the Service Desk function, ensuring that service level agreements (SLAs) are consistently met, and that support is provided for all current and new digital products. This role involves managing a team, handling escalations, and providing guidance and support to other service desk analysts. Additionally, the Senior Analyst will actively contribute to the continuous improvement of processes, identify service improvements, and deliver high-quality customer service.

Main duties of the job

Operational Duties:

• Run daily system and platform checks to ensure essential services are operational.
• Triage tickets and distribute them to appropriate team members or escalate when necessary.
• Act as a point of contact for escalations, taking ownership of issues and ensuring timely resolution.
• Monitor inbound calls and tickets logged via the self-service portal, supporting the team with service resolutions, and intervening in difficult situations if required.
• Ensure SLAs are continually achieved and that the Desk provides seamless support to users.
• Manage team availability and assign tasks to ensure optimal workflow.
• Conduct 1-2-1 meetings, return-to-work meetings, and other employee management tasks in line with Trust policies.

Team Leadership:

• Provide coaching and mentoring to service desk analysts.
• Identify and address training needs, ensuring knowledge transfer and skill development across the team.
• Maintain and update service desk scripts and tip sheets to improve team efficiency and performance.

Service Improvement & Problem Solving:

• Identify service improvement opportunities and contribute to the implementation of new solutions.
• Investigate and resolve complex problems related to systems, processes, and services.
• Own and manage incidents and problems, escalating complex issues as necessary.
• Take input from users to establish processes that enhance customer service.
• Apply continuous improvement principles to enhance the efficiency and performance of Service Desk.

Detailed job description and main responsibilities

For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.