Senior IT Helpdesk Analyst
SKILLS
FULL DESCRIPTION
Senior IT Helpdesk Analyst Job Description:
As a Senior IT Helpdesk Team Member, you’ll be the backbone of our technical support operations. You’ll lead triage and ticket allocation, action escalated tickets and oversee team workload to ensure smooth service delivery. This role demands a calm, organised, and proactive individual who thrives in a fast-paced MSP environment.
Salary:
£30 - £35k Depending on experience
Reports To:
Head of Service Delivery
Key Responsbilities & Experience
Ticket Triage & Allocation
Prioritise and assign incoming tickets based on urgency, impact, and skillset
Ensure SLAs are met and escalations are handled appropriately
Monitor ticket queues and redistribute workload as needed
Incident Management
Manage security alerts and incidents, working closely with internal teams and vendors
Maintain documentation and post-incident reviews to support continuous improvement
Team Leadership
Support Apprentices and Level 1 engineers with technical guidance and mentoring
Take ownership and accountability of tickets
Collaborate with the Head of Service Delivery to improve processes and training
Technical Expertise
Provide Level 3 support across Microsoft 365, Azure, Windows Server, networking, and security platforms
Use Ticketing, RMM and Document Management Systems
Stay current with industry trends and contribute to internal knowledge sharing
Essential Skills & Experience
Minimum 3 years in IT support, with at least 1 year in a senior or Level 3 role in a managed service provider
Strong understanding of ticketing systems, incident response, and security protocols
Experience in mentoring and workload management
Certifications such as ITIL, Microsoft and CompTIA are desirable
Personal Attributes
Willingness to learn
Excellent time management
Attention to detail
Excellent customer service skills
Able to work in a fast-paced environment
Team player with a positive attitude and willingness to share knowledge
Benefits
What We Offer
Hands-on experience in a dynamic MSP environment
Supportive team and mentoring
Excellent work culture
Continuous Development
Opportunity to work with cutting-edge technology
Staff Benefits
33 days holidays including Bank Holidays
Additional paid leave on Christmas Eve or New Year’s Eve
Employer pension contributions in line with statutory eligibility requirements
Optional Private Healthcare
Death in Service benefit for nominated beneficiaries (subject to eligibility)
Career Development
Structured Personal Development Plans (PDPs)
Regular 1:1 meeting supporting training, progression and career goals
Workplace Essentials
Branded uniform provided
Free onsite parking with easy access to the town centre
Workplace Culture & Engagement
Monthly “Employee of the Month” recognition with reward vouchers
Collaborative culture with regular feedback and involvement in decision‑making
Staff‑led charity partnerships with fundraising initiatives
Sustainability practices including recycling and responsible energy use
Additional Perks
Complimentary drinks and snacks available onsite
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.
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