Senior Service Desk Analyst

We are looking for a Senior Service Desk Analyst to join our team and ensure consistent, high quality service delivered by the Service Desk.

About VCG

VCG helps organisations thrive by simplifying technology choices and supporting businesses with managed services and IT solutions that help them grow in the digital economy.

Job Overview

The Senior Service Desk Analyst is a key role within VCG Customer Services, overseeing the effectiveness of Service Desk knowledge and skills, ensuring that consistency and quality is maintained and that service targets are met.

The post holder is expected to work effectively within a large team, working most closely with Service Managers to drive service improvements.

The post holder will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through a telephone, email and appointment based service.

This role requires the ability to develop effective working relationships with colleagues within and beyond IT Services, to ensure that a consistent, high quality service is delivered by the Service Desk. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.

Role Responsibilities

  • Acting as an escalation point where difficult or controversial calls are received
  • Producing performance statistics for management reports
  • Representing the Service Desk at meetings
  • Liaising with senior management
  • Change & Problem management
  • Assisting Analysts in providing first line support when workloads are high, or where additional experience is required
  • Maintaining the knowledge management system
  • Transfer of technical skills and documentation from R&D
  • Undertaking HR activities as required
  • Performing briefings to Service Desk staff on changes or deployments that may impact the Service Desk
  • Arranging staff training and awareness sessions

Key competencies

  • Excellent verbal and written communication skills
  • Critical thinking and problem-solving skills
  • Knowledge of all supported hardware and configurations
  • Planning and organizing
  • Teamwork
  • The ability to investigate and troubleshoot issues
  • An active / empathic listener
  • Excellent organisational skills with the ability to multi-task
  • Ability to manage own time effectively and to be prompt and punctual
  • Negotiation
  • Conflict management
  • Adaptability
  • Stress tolerance
  • Customer Services training and experience
  • Experience of working effectively within a team and collaborating with others to achieve a goal
  • Experience of supporting enterprise networks
  • Knowledge and understanding of best practice framework (such as ITIL & ISO) for the delivery of IT services
  • Documenting training, procedures, and processes
  • Experience within a supervisory role (desirable)


  • Service Desk Institute
  • ITIL Foundation
  • CompTIA or equivalent
  • Fortinet NSE Level 2 (minimum)
  • Cisco CCNA (desirable)

Equal Opportunities:

We are an equal opportunity employer. We will consider all qualified applicants for employment without discrimination on grounds of disability, gender or gender orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Right to Work:

Please note that this role requires the successful applicant to be permitted by the UK Home Office to live and work in the UK.

Book a free consultation for your business today Get in touch