Summary: As a Senior Service Desk Analyst, you will oversee and resolve application-related issues while ensuring minimal disruption to business operations. The role combines hands-on technical support with leadership responsibilities, requiring strong troubleshooting skills and effective communication with both technical and non-technical stakeholders. You will manage support tickets, provide comprehensive technical assistance, and collaborate with various teams to implement solutions. This position is based in Wiltshire with a hybrid working model.

Key Responsibilities:

• Efficiently managing and prioritising incoming support tickets, ensuring timely resolution and clear communication with users.
• Providing comprehensive technical support across all tiers, troubleshooting complex application issues, and escalating where necessary.
• Utilising JIRA for ticket logging, tracking progress, managing workflows, and contributing to knowledge base documentation.
• Diagnosing and resolving application errors, performance issues, and user queries with a proactive and analytical approach.
• Working closely with development teams, infrastructure teams, and business stakeholders to identify root causes and implement effective solutions.
• Creating and maintaining clear and concise technical documentation, including troubleshooting guides and knowledge base articles.

Key Skills:

• Proven experience as a Service Desk or Application Support Lead or similar positions.
• Strong experience in providing 1st, 2nd, and 3rd line application support.
• Excellent working knowledge of JIRA for ticket management and workflow.
• Solid troubleshooting skills with the ability to diagnose and resolve complex technical issues.
• Strong understanding of application architectures and underlying technologies.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.

Salary (Rate): 300

City: Bath

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Senior

Industry: IT