Job Description

🌟 We’re Hiring!

Senior Service Desk Analyst

Acacium Group

Bristol Pavilion, BS13 8AE

Monday to Friday (37.5 hours, permanent)

Competitive salary plus excellent benefits and bonus package

Unlock your potential:

As a Service Desk Analyst, you’ll be the go‑to support for our colleagues, helping them stay connected, productive and secure. You’ll handle user lifecycle requests, troubleshoot technical issues, and deliver an exceptional customer experience, all while working as part of a supportive and collaborative team.

With the continued growth of our Service Desk function, we’re excited to offer a great opportunity for an IT professional to join our close‑knit Bristol team and play a key role in shaping the future of our service.

As part of our global Group Delivery Services team within the Technology and Transformation division, you’ll play a key role in supporting our business units with expert advice and hands-on assistance. You’ll be at the heart of day-to-day operations while also contributing to the ongoing evolution of our workplace technology, making a real impact across the organisation.

💡 About the Role

In this role, you will

• Act as a senior point of escalation for complex technical issues, ensuring timely and effective resolution.

• Manage user lifecycle processes including joiners, movers and leavers, access requests and permissions.

• Diagnose and troubleshoot hardware, software, network and account‑related issues both remotely and on site.

• Support device builds, deployments and maintenance, ensuring all equipment is secure and up to date.

• Maintain accurate asset records and ensure all tickets are logged, prioritised and updated in line with SLAs.

🎯 What You’ll Bring

We don’t expect perfection. If most of this sounds like you, we’d love to hear from you:

• Strong experience in a Service Desk or IT support role, ideally with exposure to a senior or escalation position.

• Confident troubleshooting skills across hardware, software, networks and user access.

• A customer‑focused mindset with the ability to communicate clearly and support users at all levels.

🌍 Why Join Us?

• Your work will directly shape decisions that improve our services.

• You’ll help us maximise value by ensuring data quality.

• You’ll be part of a supportive team where new ideas are welcomed.

• You’ll have opportunities to learn, grow, and develop your skills.

✨ Your Benefits

• Pensions scheme, free mortgage broker service & life assurance

• Wellbeing Benefits. Employee Assistance Programme. Digital Health & Wellbeing App. Mental, Social, Physical & Financial Workshops

• Endless learning and development opportunities at your fingertips, including fully funded qualifications

• Recognition Benefits. Long Service awards, Exceptional performance awards & Increasing holiday allowance

• Discounts. Shopping, lifestyle & cinema discounts

📚 Experience We’re Looking For

• Solid understanding of ITIL principles and service management best practice.

• Experience managing user lifecycle processes and working with ticketing systems.

• A proactive, solutions‑driven approach with the ability to work independently and prioritise effectively.

🧩 Inclusion & Accessibility

We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.