Job Description Location: Birstall Salary: £25,000 - £27,000 Contract Type: Permanent, Full Time Working Style: Hybrid Working Pattern: 7.5-hour shift between 7am – 7pm Are you ready to take your IT career to the next level? As a Senior Service Desk Analyst, you’ll be integral to our IT support team, driving performance, mentoring colleagues, and delivering exceptional service to our customers. What You’ll Be Doing: Lead & Support – Coach and develop analysts to ensure a consistently outstanding customer experience. Problem-Solve – Manage complex IT tickets, escalations, and customer complaints with expertise. Drive Service Improvements – Identify and implement process enhancements to increase efficiency and team skillsets. Own Performance – Coordinate workloads, ensuring incidents and requests are handled effectively in line with SLAs/KPIs. Collaborate – Work with internal teams, vendors, and third-party suppliers to streamline resolutions and improve service delivery.