Senior Service Desk Analyst - 12 Month FTCWindows, ITIL, Agile, Active Directory Hybrid - 2 days per week in the Southampton Office 37,000 - 42,000 We are seeking an experienced and proactive Senior Service Desk Analyst to manage the daily operations of a busy Service Desk. This role is ideal for a highly organised person with strong technical skills in enterprise IT environments. You''ll be responsible for coordinating support activities, resolving escalated issues, driving continuous improvement, and ensuring service standards are consistently met or exceeded. Key Responsibilities:Act as the first point of contact and escalation for both ICT staff and end-users.Ensure incidents and service requests are logged, tracked, and resolved in a timely and professional manner.Produce regular reports on key incidents and trends, with analysis and recommendations.Support the implementation of service improvement initiatives and process enhancements.Maintain accurate records of hardware and software assets, ensuring effective inventory controlLiaise with third-party suppliers and vendors to ensure SLA adherence and timely issue resolution.Assist with the introduction of new services and technologies into live support.Champion IT service best practices and contribute to evolving support standards and procedures.Technical Skills and Knowledge:Experience working in a Windows environment.Solid understanding of IT Service Management frameworks and tools (e.g. Cherwell).Experience with moni