Senior Service Desk Analyst

Our Vacancy

As a Senior Analyst, you will oversee the lifecycle of Incidents and Requests, ensuring they are managed in line with agreed service levels and ITIL best practices. You will contribute to team success through regular collaboration with the Team Leader, helping to identify service trends, ensuring documentation is maintained, and promoting best practices across the department. You will also liaise closely with other IT teams including 2nd Line, Field Support and Infrastructure, ensuring a consistent and efficient response to user issues. 

You’re a proactive and organised person who likes to get things done. You’ll play a pivotal role in providing senior-level technical support as part of our first line Service Desk team, acting as a key escalation point for colleagues and supporting the Service Desk Team Leader in driving performance, engagement and continuous improvement. 
 
You’ll need to be in the office for a minimum of 2 days per week and the remaining time you’ll be able to work remotely. 

Your role involves overseeing the lifecycle of Incidents and requests, ensuring they are managed in line with agreed service levels and ITIL best practices. You will contribute to team success through regular collaboration with the Team Leader, helping to identify service trends, ensuring documentation is maintained, and promoting best practices across the department. You will also liaise closely with other IT teams including 2nd Line, Field Support and Infrastructure, ensuring a consistent and efficient response to user issues.
 
  If you’re passionate about service excellence and ready to take the next step in your IT support career, we want to hear from you.

To be successful in this role, you're:

• Experienced in working within a Service Desk environment
• Familiar with using ServiceNow as an ITSM tool
• Confident in handling Major Incidents and supporting incident management processes
• Ideally ITIL v3 certified, or have a strong understanding of ITIL principles
• Skilled in delivering excellent customer service, both face-to-face and over the phone
• A clear and confident communicator, with strong written and verbal communication skills
• Constructive and solution-focused in your approach to challenges
• Able to support your decisions with confidence and act as a mentor to others in the team

Here are just a few of the benefits of working at Peabody: 

• 30 days’ annual holiday, plus bank holidays 
• two additional paid volunteering days each year  
• flexible benefits scheme, including family friendly benefits and access to a discount portal  
• 4 x salary life assurance
• up to 10% pension contribution

Are you ready to apply?

If you have any questions about this role, please email Talent Specialist, Harry at harry.lund@peabody.org.uk. 

We may close this advert before the advertised closing date, depending on the number of applications received. 

Interviews will be taking place during the week commencing 7th July 2025. 

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.