Job Summary:Senior Service Desk Analyst – Epsom / Hybrid

Bring your expertise. Make your impact. Grow with us.

Are you ready to take the next step in your IT support career? We’re looking for a passionate, proactive, and technically skilled Senior Service Desk Analyst to join our team in Epsom (with hybrid working options).

This is more than just a support role — it’s an opportunity to be part of a team that’s redefining how exceptional IT service is delivered. You’ll handle a mix of 1st and 2nd line queries, contribute to team leadership, and help drive continuous improvement across our Service Desk.

Job Description:What You''ll Be DoingBe the trusted point of contact for customers via phone, email, and self-service portal

Provide 1st and 2nd line support, resolve escalations, and help drive timely issue resolution

Perform root cause analysis and raise enhancement requests to improve customer experience

Execute server maintenance, SaaS deployments, and upgrades.

Support TechOps projects (e.g., Disaster Recovery, SQL upgrades) and l iaise with third-party suppliers on technical issues.

Maintain knowledge base articles and documentation that empower both users and your team

Participate in daily stand-ups, contribute ideas, and support junior colleagues

What We''re Looking ForExperience in customer-facing IT support (both 1st and 2nd line)

Strong understanding of IT Service Management (ITSM) platforms

Excellent problem-solving and communication skills — you’ll be confident talking to users and writing clear solutions

Apache Tomcat (server admin, deployment).

Microsoft SQL Server (basic queries) .

Knowledge of SSRS/SSIS a plus.

SaaS application support.

Calm under pressure and always professional in approach

Comfortable with Microsoft 365 and standard service desk tools

ITIL Foundation certification and a degree (2:2 or above) in a relevant field

Why Join Us?Be part of a collaborative, forward-thinking team that takes pride in its work

Make a real impact in a growing organisation where your voice is heard

Take advantage of career progression opportunities — we’re serious about developing our people

Enjoy a hybrid working model that supports work-life balance

Contribute to an environment where innovation is encouraged, and ideas become solutions

Role DetailsLocation: Epsom / Hybrid

Hours: 37.5 per week, Monday–Friday (rota covering 08:30–17:30)

Reporting to: Technical Operations Manager

Salary: £28,000–£30,000

Worker Type:Regular

Number of Openings Available:1#J-18808-Ljbffr