Senior Service Desk Analyst

About the role

The Senior Service Desk Analyst will join AJ Bell’s Service Delivery team in Manchester, providing high‑quality IT support across the business. Reporting to the Service Delivery Team Leader, you will act as the primary escalation point for complex incidents and service requests, ensuring swift resolution within agreed service levels.

Key responsibilities

• Serve as the senior escalation point for analysts, delivering technical guidance and mentorship.
• Deputise for the Team Leader when required, maintaining service continuity and team coordination.
• Manage asset lifecycle processes, ensuring accurate tracking, auditing and governance of IT assets.
• Configure, deploy and support end‑user devices (Windows, macOS, mobile) and maintain image configurations and application packaging.
• Design and enforce device‑management policies, automated remediations and PowerShell scripts.
• Provide professional technical support via email, phone and face‑to‑face interactions.
• Coordinate incident resolution with third‑party suppliers and internal teams.
• Maintain up‑to‑date documentation, asset registers and knowledge articles.

Required profile

• Proven experience in a fast‑paced Service Desk environment, preferably at a senior level.
• Strong problem‑solving abilities with a customer‑focused attitude.
• Ability to mentor junior analysts and share knowledge effectively.
• Excellent communication skills across multiple channels.

Required skills

• Windows operating system support
• macOS support
• Mobile device management
• PowerShell scripting
• Endpoint management expertise
• AV equipment configuration and support
• Image configuration and maintenance
• Application packaging and deployment
• Device‑management policy design
• Automated remediation techniques