Senior Service Desk

Job description

Senior Service Desk Analyst Reports To: Incident Manager Location: Huntingdon UNLEASH YOUR POTENTIAL: 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 SDA’s ensuring that there is a culture of high performance, strong engagement and a commitment to continual improvement. - ITSM Architecture: Administer and optimize ServiceDesk Plus (SDP), including the design of complex Request Life Cycles (RLC) and visual workflows. - Over...