Job Description

We’re Hiring!

Senior Service Desk Analyst

Acacium Group

Bristol Pavilion, BS13 8AE

Monday to Friday | 37.5 hours | Permanent | Hybrid Working Available

Unlock your potential

We're looking for a Senior Service Desk Analyst to join our global Service Desk team, supporting colleagues across the UK, Australia, South Africa and the US.

This is an opportunity to work in a fast-paced technology environment, supporting Microsoft 365, Windows devices and core business systems while helping to deliver an exceptional technology experience for our colleagues.

As part of our Technology & Delivery function, you'll play a key role in resolving technical issues, improving services and contributing to the ongoing evolution of workplace technology across the Group.

About the Role

In this role, you will:

• Act as a senior point of escalation for technical issues, ensuring timely and effective resolution.
• Provide support across Microsoft 365, Active Directory, Windows devices and core business systems
• Manage joiners, movers and leavers, access requests and permissions, ensuring colleagues can work effectively and securely.
• Support device builds, deployments and hardware lifecycle activities.
• Work closely with colleagues across Technology & Delivery to resolve incidents and service requests.
• Contribute to service improvements, knowledge management and problem investigations to help prevent recurring issues.
• Maintain high-quality ticket records, documentation and asset information while working within agreed service levels.
• Deliver an exceptional customer experience and build strong relationships with stakeholders across the business.

What You'll Bring

We're looking for someone with experience in a Service Desk, IT Support or End User Support environment who enjoys solving problems and delivering excellent customer service.

You'll ideally have experience with:

• Microsoft 365, Active Directory, Windows 10/11, hardware troubleshooting and networking fundamentals.
• Managing joiners, movers and leavers, user access, permissions and security-related requests.
• Working within ITIL-based environments, including Incident, Request and Problem Management processes.
• ServiceNow or similar service management platforms.
• Stakeholder management and supporting colleagues at all levels of the organisation.
• Taking ownership of tickets from start to finish, maintaining quality documentation and working to agreed SLAs.
• Identifying opportunities to improve services, processes and the overall user experience.

Why Join Us?

This role offers much more than day-to-day support.

You'll gain exposure to:

• A global technology environment supporting thousands of colleagues.
• Microsoft 365 and modern workplace technologies.
• ServiceNow and IT service management best practices.
• Technology projects, service improvements and business transformation initiatives.
• Problem management, continual service improvement and operational excellence activities.
• Ongoing learning and development opportunities across our wider Technology & Delivery function.

Many of our technology colleagues have progressed into leadership, platform, project and specialist technology roles, and we're committed to helping our people develop and succeed.

Your Benefits

• Annual bonus opportunity
• Pension scheme, free mortgage broker service and life assurance
• Employee Assistance Programme and wellbeing support
• Learning and development opportunities, including funded qualifications
• Recognition awards and increasing holiday entitlement with service
• Shopping, lifestyle and wellbeing discounts

Inclusion & Accessibility

We are committed to creating a truly inclusive and diverse workplace where everyone feels valued, respected, and able to thrive. As an age-friendly and disability-confident employer, we welcome applications from people of all backgrounds, communities and ages, recognising unique skills, experience and perspectives individuals bring at every stage of their career. Guided by our core value of Putting People First, we are committed to fostering an inclusive culture and will consider flexible working options and reasonable adjustments wherever possible to suit individual needs.

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