Senior Service Desk Analyst (2nd Line)
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Summary
A senior second-line IT service desk role in Leicester (hybrid): acting as the technical escalation point, resolving complex incidents, coordinating major incidents and mentoring first-line colleagues, with a path toward supervisory duties. Core stack is Microsoft-centric — Windows 10/11, Microsoft 365 (Exchange Online, Teams, SharePoint), Active Directory/Entra ID, Intune and ITIL practices.
Role: Senior Service Desk Analyst (2nd Line) Location: Leicester, UK (Hybrid) About the Role Reporting to the Service Desk Manager, you'll be the go-to technical expert on the Service Desk, handling escalations, supporting major incidents and helping to keep service standards high. Alongside the technical side of the role, you'll mentor colleagues, share your knowledge and drive continuous improvement. It's an ideal opportunity for someone looking to build the experience needed to step into a s…