Senior Service Desk Analyst

  • Birstall, Oakwell Way,Oakwell Park, Birstall, United Kingdom
  • Full-time

Company Description

Job Title: Senior Service Desk Analyst
Role: Permanent, Full Time 
Location: Birstall
Salary: £25,300

The Senior Service Desk Analyst will provide support for incident resolution and request fulfilment that is customer-focused in the delivery of service excellence and continual service improvement.

The Senior Service Desk Analyst is an experiences individual who will support the team in line with individual team objectives and goals. They will adopt a customer-centric approach and be accountable for delivering value to the customer and the customer relationship.

Job Description

  • Ensuring all Incidents and Service Requests are accurately identified, categorised, prioritised and managed
  • Delivering against agreed objectives, KPIs and SLAs
  • Collaborating with the wider operational, account and 3rd party teams to resolve incidents and service requests
  • Providing assistance to colleagues and team members
  • Identifying continual service improvement opportunities
  • Identifying and escalating operational risks and issues
  • Adoption of and contribution to processes and procedures to support working practices
  • Adoption of the Daisy values and behaviours



  • The ability to work under pressure in a fast paced environment
  • Drive, self-motivation and ability to work under own initiative
  • Very good organisational skills with the ability to multi-task
  • Previous IT and/or Telecomms Service Desk experience
  • Very good relationship building skills
  • Exposure to products and services supported by the desk
  • Very good verbal and written communication skills
  • Very good analytical/problem solving abilities


  • Knowledge and experience working with ITSM tools such as Service Now
  • ITIL Foundation certification


Additional Information

What’s in it for you?  

  • Love time off? In this role you will be working  4-on 4-off, which means you get more time out (we shouldn’t publish this… but it’s about half a year!) 

  • On the job training and support from our team of Service Desk experts, helping you to settle in your role.  

  • Weekly internal job newsletter sent directly to you, giving you lots of opportunities to progress your career in a wide range of areas in our business.  

  • Hybrid working, with opportunities to work from home as well as working in our office.  

  • Training from our very own #DaisyUniversity, with access to 1000 courses from day 1.  

  • Access to ‘The Exchange’ where you will have access to discounts and savings at more than 1000 retailers.  

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