Senior Service Desk Analyst


Paying up to £32,000


IT Networking and Infrastructure

Job Type



East London

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Are you looking to develop a career in one of the world’s largest Market Research Agencies?

Do you have 2 years’ + IT support experience and are now looking to advance your technical skills? Our client is looking for a bright, communicable and driven Senior Service Desk Analyst to join their team.

The Role
The Senior Service Desk Analyst will support the company’s user base ensuring the service provided is of a high, professional standard.
The successful candidate will combine their technical and interpersonal skills to allow for the effective analysis of incidents, having the capacity to proactively work on problems, whilst keeping a line of communication with the relevant stakeholders.
·Monitor the ITIL based service call logging system (Service Now) for new incidents, requests, tasks, and acting on them accordingly
·Provide 1st/2nd and where applicable 3rd line technical support
·Play an active part in project lifecycles
·Act as a mentor to junior members of the Service Desk
·Identify and resolve any gaps within the processes and continuously improve the way the Service Desk delivers its service
·Act as a liaison between the Service Desk and other teams. Escalating issues where necessary
·Ensure that all activities within the Service Desk department are carried out to high standard following company regulations and best practice.
·Ensure that the ongoing service delivery and support meet agreed customer requirements via effective service monitoring and performance.
·Maintain existing and introduce documentation for procedures and processes
·Educate the userbase on best practice and use of hardware and software, such as the Office 365 suite of applications
·Always ensure client/business comes first and obey all company values

About You
The essentials skills and experience required for the role are:
·Excellent written and verbal communication skills with an excellent attitude towards customer service
·Ability to build effective relationships with all colleagues, peers and other staff.
·A flexible and positive approach to all aspects of the work and challenges
·Excellent time management
·Ability to work in a demanding environment
·A methodical approach to troubleshooting
·Extensive experience in a technical support role
·Good understanding of Windows environments, specifically Windows 7, Windows 10, Office 365, Active Directory, WDS/MDT
·Good understanding of MDM
The desirable skills and experience required for the role are:
·WSUS management
·GPO management
·Forticlient VPN

About The Company
The company are a leading global research company.They are not looking to fill jobs, but to partner with people. They value team accomplishments and believe in leaders who set good examples. They encourage and reward individual initiative, innovation and creativity. Their values are based on their diverse cultural backgrounds, helping them to be responsive, client-focused and flexible.
They are an equal opportunities employer. They recognise that everybody is different and strive to harness those differences to create an inclusive environment where individuals feel valued, their talents are recognised and they are given every opportunity to develop their full potential.

The Benefits
This fantastic opportunity is paying up to £32k plus great benefits including pension, medical care, 25 days annual leave + birthday and Christmas day off etc.

To Apply
If this is what you are looking for from your next role, we look forward to hearing from you! Great roles like this don’t last long- submit your CV now to or call Sophie on 02030 966763 to discuss whether this is right for you.