Principal Service Desk Analyst - Doxford, SR3 3XP

The Principal Service Desk Analyst is a senior technical and operational role within the Service Desk team, responsible for providing expert-level support to end users, acting as a technical escalation point, and contributing to the leadership and development of the Service Desk function. This role combines hands-on service desk responsibilities with mentoring, quality assurance, and line management duties to ensure high standards of service delivery and continuous improvement. This role requires being on an on-call rota to deliver 24/7 service: 07:00 – 19:00 Mon – Fri and 09:00 – 17:00 Sat and Sun (07:00 – 19:00).

Responsibilities

Act as a first point of contact for IT incidents and service requests via phone, email, live chat, and self-service portals. Provide advanced troubleshooting and resolution for complex technical issues across platforms including Windows 10/11, Office 365, Active Directory, SCCM/Intune, and remote access tools. Maintain ownership of high-priority tickets and ensure timely resolution or escalation in line with SLAs.

Serve as the primary escalation point for Service Desk Analysts on technical issues. Lead root cause analysis and contribute to problem management processes. Maintain and share technical knowledge through documentation and training sessions.

Provide day-to-day guidance and mentoring to Service Desk Analysts. Support onboarding and induction of new team members. Conduct regular performance check-ins and contribute to development planning. Assist the Service Support Manager in scheduling, workload balancing, and shift coordination.

Monitor ticket quality and adherence to service desk processes. Deliver refresher training and promote best practices in customer service and technical troubleshooting. Identify opportunities for process improvement and automation.

Stakeholder relationships

The IT Service Desk team

Third Party Suppliers

Field Support/ Site Engineers

Information Security

ITSM Process Analysts and Manager

Technical Services, Platform Engineering, and Product teams

Technical Project Managers

Qualifications

Proven experience in a senior service desk or technical support role.

Strong knowledge of ITSM tools and practices.

Excellent communication and interpersonal skills. Ability to lead by example and foster a collaborative team environment.

Desirable

Experience with line management or team leadership.

ITIL Foundation certification.

Familiarity with enterprise environments and large-scale IT ..... full job details .....