Senior Service Desk Analyst
Summary
Lead a service desk team, triage tickets, and provide on-site IT support and infrastructure maintenance for a charity.
Are you a dog loving, IT professional who loves providing excellent customer service?
We’re looking for a Senior Service Desk Analyst to help us ensure our colleagues across the charity get fantastic, end-to-end IT support.
We’re looking for a Senior Service Desk Analyst to help us ensure our colleagues across the charity get fantastic, end-to-end IT support.
As Senior Service Desk Analyst, you’ll:
- monitor and supervise a team of Service Desk Analysts, triaging and assigning tickets, ensuring consistency and supporting the team to deliver a high-quality service across the charity,
- personally manage your own tickets, including high-priority incidents, providing timely escalation of critical issues or ensuring their escalation to third party providers, often acting as the bridge between first and second line and third line teams,
- take part in regular service review meetings with external partners and internal teams, collaborating to ensure customers are supported effectively,
- support with the delivery of on-site support and maintenance, travelling to our rehoming centres and charity shops to resolve incidents and implement upgrades.
Due to the nature of this role, the post holder will be expected to work one weekend in four.
Initial screening calls for this role are provisionally scheduled for Friday 18th September 2026 and will take place on Teams. They will be followed by a panel interview, which are provisionally scheduled for week commencing 21st September 2026, and will be at our London office.
To be successful in this role, you’ll need some experience of working on an IT service desk, with the ability to effectively resolve a range of issues, from simple fixes to complex tickets. Your depth of experience in this area will give you the knowledge and skills to effectively triage and prioritise tickets too. We’re looking for candidates who have experience of mentoring, supervising and coaching others, who can lead day-to-day operations with enthusiasm. You’ll be proactive, with a can-do attitude, and passionate about providing our colleagues with first-class customer service.
The IT Infrastructure and support team provide excellent services across all IT systems and equipment to ensure the organisation can be successful in achieving its mission and goals. This will be achieved by reducing complexity and ensuring an effective and secure infrastructure exists to support the development of services and technology.