Senior Service Desk Analyst

Summary: The Senior Service Desk Analyst will oversee the daily operations of a small service desk team, acting as the primary contact for service desk analysts and engaging with staff across all levels. This role requires hands-on involvement in service desk tasks and effective communication with Digital Ops teams. The position is permanent and offers public sector benefits, with a hybrid working arrangement of one day in the office per week.

Key Responsibilities:

• Oversee the day-to-day operations of the service desk.
• Act as the main point of contact for service desk analysts.
• Engage with staff members at all levels to ensure effective communication.
• Serve as an escalation point for the service desk team.
• Ensure consistency and quality in meeting SLA and KPI targets.
• Perform hands-on service desk tasks as needed.
• Interact with Digital Ops teams.
• Supervise staff and provide training.
• Create documentation and procedures.

Key Skills:

• Strong communication skills.
• Experience in supervising staff.
• Ability to train team members.
• Proficient in creating documentation and procedures.
• Hands-on experience in service desk operations.

Salary (Rate): £39,735.00

City: Melrose

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: Senior

Industry: IT