Job Description

Reports to : - Head of Service Delivery

Hours: 40 hours per week

This is a role in the office

Role Overview

As a Senior IT Helpdesk Analyst, you'll be the backbone of our technical support operations. You'll lead triage and ticket allocation, manage major and security incidents, and oversee team workload to ensure smooth service delivery. This role demands a calm, organised, and proactive individual who thrives in a fast-paced MSP environment.

Key Responsibilities

Ticket Triage & Allocation Prioritise and assign incoming tickets based on urgency, impact, and skillset. Ensure SLAs are met and escalations are handled appropriately. Monitor ticket queues and redistribute workload as needed.

Incident Management

Lead response to major incidents, coordinating technical resolution and client communication. Manage security alerts and incidents, working closely with internal teams and vendors. Maintain documentation and post-incident reviews to support continuous improvement.

Team Leadership

Support junior agents and apprentices with technical guidance and mentoring. Monitor ticket performance and utilisation. Collaborate with the Head of Service Delivery to improve processes and training.

Technical Expertise

Provide support across Microsoft 365, Azure, Windows Server, networking, and security platforms. Use ConnectWise tools (Manage, RMM, ScreenConnect) and IT Glue for documentation Stay current with industry trends and contribute to internal knowledge sharing.

Essential Skills & Experience

Minimum 5 years in IT support, with at least 2 years in a senior or Level 3 role in a managed service provider. Strong understanding of ticketing systems, incident response, and security protocols. Experience in mentoring and workload management. Certifications such as ITIL, Microsoft, Meraki, or CompTIA are desirable.

What We Offer

Hands-on experience in a dynamic MSP environment. Opportunity to work with cutting-edge technology Progression opportunities within the business

Personal attributes

Willingness to learn.
*

Excellent time management. Excellent customer service skills. Team player with a positive attitude and willingness to share knowledge.
Staff Benefits

Holidays: 20 days annual leave plus 8 bank holidays. Birthday off. Staff may choose either Christmas Eve or New Year's Eve as an additional paid day off. (This is currently under review) Pension: Company contributes to employee pension scheme, subject to eligibility and statutory requirements. Maternity/Paternity: Statutory maternity and paternity leave provided, with potential for enhanced support based on tenure and role. PDP'S & training: Quarterly Personal Development Plans (PDPs) and regular 1:1 meetings to support career growth and training needs. Themed social and charity days/team building: Organised social events such as race days, bowling nights, and charity-themed activities to promote team bonding. Mental Health/referral program: Access to professional mental health services and referral programs for confidential support. Uniform: Uniform includes 5 branded tops, 1 fleece, and 1 jacket provided upon joining and refreshed as needed. Free drink and food: Complimentary snacks, hot and cold drinks, filtered water, and occasional paid lunches including breakfast options. Onsite Parking: Free onsite parking available with easy walking access to the town Centre. Charity payments: Company supports local charities chosen by staff, with regular fundraising and donation initiatives. Employee of the month: Monthly reward vouchers distributed to staff in recognition of outstanding performance or contributions. Sick pay: Paid sick leave available after probation period, subject to attendance triggers and company policy. Death in Service: Death in service benefit provided to eligible employees, offering financial support to nominated beneficiaries. Workforce Engagement: Company fosters a culture of engagement through regular feedback, recognition, and inclusive decision-making. Environmental Policies: Commitment to sustainability through recycling initiatives, responsible printing practices, and energy awareness. Flexible working: hours permitted as long as adequate team coverage is maintained and operational needs are met. Electric car scheme: Electric car salary sacrifice scheme available to eligible employees, supporting green commuting options. Health Care: After 3 months - declared on P11D
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

Job Type: Full-time

Pay: 30,000.00-35,000.00 per year

Benefits:

Discounted or free food Free parking Health & wellbeing programme On-site parking Private medical insurance
Work Location: In person