Senior Service Desk Analyst

IT Service Desk Analyst
*** 5 days a week on site ***

Role Overview

As a Senior IT Support Analyst in a team of Field Engineers and Support Analysts, you will be a key player in ensuring the smooth operation of the IT systems.
Based at head office in Northampton, you will provide essential support to around 1000 users across multiple sites around the UK.

You will provide support on a range of Microsoft based IT systems especially Microsoft 365 along with a range of bespoke applications.

You will also act as a team leader and mentor junior colleagues

Your day-to-day responsibilities as part of the support team will be to:
* Act as a senior member of the team, providing leadership and guidance
* Respond to IT-related telephone calls and emails from colleagues, providing timely and effective support.
* Log and resolve IT requests within agreed targets.
* Administer the Microsoft Estate and other key business systems.
* Monitor and manage IT requests, coordinate projects, handle IT procurement requests, and oversee IT security administration.
* Oversee the Moves, Additions, Deletions, and Changes (MADC) process, including setting up new users on Microsoft 365.
* Monitor internal IT mailboxes and respond to colleague requests and automated alerts using the IT Service Management tool.
* Collaborate with third-party technology and support providers across applications, infrastructure, networking, and telephony.
* Maintain and update the IT SharePoint page, share best practices, and contribute to our technology knowledge database.
* Support field-based IT Engineers with IT needs, scheduling, and colleague communications.
* Assist with purchasing IT equipment and managing the procurement process.
* Provide general help and advice to users, utilizing remote desktop tools.

Your background:
* Excellent experience delivering support in a similar technology-driven organisation.
* Familiarity with ITIL, with a foundation-level qualification or above preferred.
* Experience in IT administration and support of Microsoft-based systems specifically Microsoft 365, along with other key business systems.
* Experience in leading and mentoring a small team
* Experience with TeamViewer and / or FreshDesk
* Strong customer service orientation, with the ability to work effectively in a demanding stakeholder environment, including director-level interactions.