Butler Rose is delighted to be working with a well-established organisation to recruit an experienced Senior Service Desk Analyst. This is an excellent opportunity for someone with exposure to supporting and guiding a Service Desk team while remaining hands-on technically.

Reporting to the Service Desk Manager, you will play a key role in delivering high-quality 1st and 2nd line support across the business. You will act as a senior point of escalation, help manage more complex issues, and contribute to maintaining excellent service standards.

This role would suit someone who enjoys a mix of technical support and informal leadership responsibilities, with the opportunity to mentor others and influence service improvements.

Key responsibilities

* Provide 1st and 2nd line support via phone, email, and remote tools
* Act as an escalation point for more complex technical issues
* Support the day-to-day running of the Service Desk and assist in prioritising workloads
* Monitor system performance and service availability
* Ensure tickets are logged, managed, and resolved in line with SLAs
* Assist in managing major incidents and VIP support requests
* Contribute to process improvements, including automation opportunities
* Create and maintain documentation and knowledge base articles
* Provide guidance, coaching, and support to junior team members
* Deputise for the Service Desk Manager when required

About you

* Previous experience within a Service Desk environment (ideally 4+ years)
* Strong technical troubleshooting skills across Microsoft environments (Windows 11, Office 365)
* Experience with Active Directory, M365 administration, and endpoint management tools (e.g. Intune/Autopilot)
* Exposure to Apple/Mac environments and remote support tools (e.g. LogMeIn or similar)
* Good understanding of networking fundamentals (LAN/WAN, conferencing tools)
* Confident communicator with the ability to engage with stakeholders at all levels
* Experience supporting or mentoring colleagues, or taking the lead on tickets/projects
* A proactive, customer-focused mindset with a strong attention to detail

Competitive salary and benefits package

If you're looking for a role where you can combine strong technical skills with the opportunity to guide and influence a Service Desk team, we'd love to hear from you.

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Butler Rose is committed to equality in the workplace and is an equal opportunity employer.
Butler Rose Ltd is acting as an Employment Business in relation to this vacancy.