Senior Service Desk Analyst

Senior Service Desk Analyst focuses on as a senior service desk analyst, you will lead the service desk team, ensuring the smooth and efficient delivery of technical support across the organisation.

What the role involves

• As a Senior Service Desk Analyst, you will lead the Service Desk team, ensuring the smooth and efficient delivery of technical support across the organisation.
• As the Senior Service Desk Analyst, you’ll be responsible for running Ki’s service desk operations on a day-to-day basis, whilst remaining 1st and 2nd line support.
• Serve as the point of escalation for complex user issues—all while spending 60% of your time providing direct support to employees.

Skills and requirements

• Previous experience in a similar Service Desk or IT Support role.
• Proficient in Microsoft 365 administration.
• Experience with Windows and macOS desktop environments.
• Basic understanding of Entra ID (Azure Active Directory).

Confirmed role details

• This is kept under constant review to make sure it stays relevant.

Candidate fit

• Managing daily workload distribution, ticket prioritisation, and escalation for 1-2 Service Desk Analysts.
• Monitoring ticket backlog, SLA compliance, and assign tickets based on complexity and workload.
• Serve as first point of escalation for complex or high-priority issues requiring senior judgment.

Additional role context

• Digitally transform and revolutionise a 335-year-old market.