Job Title: Senior Service Desk Analyst
Location: Bedford, MK42 (Hybrid - minimum 50% in office)
Contract: Permanent, Full-Time
Start Date: ASAP
Salary: £37,938 per annum

🚨 Important - Please Read Before Applying
Without the following skills, CVs will not be considered:

Extensive, proven experience in a senior service desk / 2nd line role
Strong expertise in ITSM tools, scripting, and automation
Good knowledge of Microsoft 365 (AzureAD / Entra ID, Exchange Hybrid)
Solid experience with Active DirectoryThe Role We are seeking a Senior Service Desk Analyst to join our Technology team. This is a hands-on technical role that combines 1st line service desk responsibilities with advanced 2nd line support. You'll be supporting a wide range of technologies, mentoring junior colleagues, and contributing to projects and service improvements.

Key Responsibilities
Deliver 1st and 2nd line technical support for ICT incidents, service requests, and changes
Ensure timely resolution of issues while meeting agreed SLAs
Support and maintain user accounts, software deployments, and IT assets
Proactively monitor system performance and contribute to KPI reporting
Work closely with the Service Desk Lead on projects and service transitions
Maintain and update the team's knowledge base and documentation
Mentor and guide junior Service Desk staff
Identify and implement service improvement opportunitiesEssential Criteria
A-level (or equivalent) qualification in IT-related subject
Extensive experience supporting desktops, laptops, mobile devices, printers, and servers
Strong knowledge of Microsoft Azure, Office 365, and Teams
Good working knowledge of networking concepts (DHCP, DNS, TCP/IP)
Familiarity with virtualisation, SANs, and secure gateways
Proven troubleshooting skills - able to resolve issues independently and collaboratively
Excellent communication skills with both technical and non-technical users
Organised, proactive, and able to prioritise a varied workload
Previous contribution to IT projects (desirable)If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)