Senior Service Desk Analyst
Location: St Ives, Cambridgshire
Reports to: IT Service Desk Manager
Job Type: Full-Time
Salary Range: £35,000
Work Hours: 9am - 5.30pm, week days, no shift pattern

Job Purpose:
We are looking for an experienced Senior Service Desk Analyst to join our dynamic IT support team. In this role, you will provide technical leadership and support for complex IT service desk issues, with a focus on Microsoft Azure environments. The successful candidate will have extensive experience in a service desk environment, strong troubleshooting skills, and proven expertise in supporting cloud technologies, particularly with Microsoft AZ-101 or AZ-104 certification.

We partner with leading vendors to ensure the best possible service to our customers. We have over 25 years' experience in delivering managed services and have chosen strategic partners who share our values and ethos in the delivery of world class, sustainable solutions.

Key Responsibilities:

• Technical Support: Serve as the first point of contact for escalated technical issues and provide advanced support to resolve incidents related to Microsoft Azure, Windows Server, O365, networking, and other core IT systems.
• Incident & Problem Management: Lead the identification, logging, and resolution of IT incidents and problems, ensuring prompt escalation and follow-up where necessary.
• Azure Support: Provide expertise in managing, maintaining, and troubleshooting issues related to Microsoft Azure, with in-depth knowledge of Azure identity and governance (AZ-101) or managing Azure subscriptions, networking, and security (AZ-104).
• Mentorship & Training: Provide guidance and mentorship to junior service desk analysts, ensuring they develop technical skills and improve the overall service delivery.
• Service Desk Operations: Act as a senior member of the service desk, managing service requests, ensuring adherence to SLAs, and supporting the day-to-day running of the service desk team.
• Documentation: Ensure accurate and up-to-date documentation of configurations, solutions, and best practices for use by the service desk team and wider IT department.
• Collaboration: Work closely with other IT teams (infrastructure, networking, application support) to resolve escalated issues and implement long-term fixes.
• Monitoring & Reporting: Proactively monitor the health of IT systems, identifying potential issues before they impact users, and generating performance reports as needed.
• Continuous Improvement: Recommend and implement process improvements to enhance the efficiency and effectiveness of the service desk function.
• Stakeholder Communication: Communicate effectively with both technical and non-technical stakeholders, ensuring clear updates on service desk issues and performance.

Skills & Qualifications:

• Microsoft AZ-101 or AZ-104 certification is essential.
• Minimum of 5 years' experience in an IT service desk or similar technical support role.
• Strong knowledge of Microsoft Azure, including:
  • Azure identity and governance (AZ-101)
  • Managing Azure resources, virtual networks, and security (AZ-104)
• Proficiency with Office 365, Windows Server, and Active Directory.
• Familiarity with ITSM tools (eg, ServiceNow, JIRA Service Desk).
• Solid understanding of networking principles (TCP/IP, DNS, VPNs, etc.).
• ITIL v3 or v4 certification is desirable.
• Excellent troubleshooting and analytical skills.
• Strong written and verbal communication skills.
• Ability to manage time effectively and prioritize tasks in a high-pressure environment.

Personal Attributes:

• Leadership: Ability to lead by example, take initiative, and mentor junior team members.
• Customer-Focused: Passionate about delivering excellent customer service with a proactive, solution-oriented mindset.
• Problem-Solver: Able to quickly identify root causes of issues and deliver effective solutions.
• Team Player: Collaborative approach to working with others and sharing knowledge.

Benefits:

• Competitive salary and performance-based bonuses
• Flexible working arrangements
• Career growth and certification support