Senior Service Desk Analyst

Senior Service Desk Analyst

We have an exciting opportunity for a Senior Service Desk Analyst to join our Managed Services team. The successful applicant will play a key role in our Service Desk team, taking ownership of complex, providing outstanding technical support and delivery of services to our clients.

Our services incorporate (but are not limited to) the following technologies:

• Microsoft 365 (Teams, SharePoint, Exchange, Power Platform)
• Dynamics 365
• Azure (Endpoint Manager, AAD, Intune, Defender)
• Windows 11 & device management
• Directory services (Azure AD, on-premises AD)
• Cybersecurity (Defender suite, Sentinel, MFA)
• Custom and third-party SaaS solutions
• Custom ASP.NET and web applications
• Moodle and e-learning platforms

This role will be predominantly office based but could also provide opportunities to work from home. Occasional visits to client sites may be required.

Responsibilities:

• Resolve a wide range of incidents and service requests, acting as an escalation point when required, ensuring swift and effective resolution while meeting SLAs
• Troubleshoot and resolve advanced issues across Microsoft 365, Azure, Intune, Power Platform, Dynamics 365 environments and custom applications
• Mentor and support Service Desk Analysts, providing guidance on best practices, troubleshooting approaches, and customer communication
• Take ownership of high priority incidents and coordinate with vendors, internal teams, and customers to drive timely resolution
• Stay informed about supported technologies and engage with clients to discuss solutions and monthly reports
• Contribute to service reporting and customer service reviews by providing insights into incident trends, platform performance, and recommendations for improvement
• Deputise for the Service Desk Manager as required

About you:

• Possess at least 2 years experience in a technical support or service desk role, ideally in a managed services environment, with deep knowledge of Microsoft technologies
• Skilled in diagnosing complex technical issues, identifying root causes, and delivering lasting solutions
• Proven ability to build strong relationships, communicate clearly and confidently with clients, and consistently deliver excellent service
• Experience supporting and mentoring others, sharing knowledge, and contributing to the development and performance of the wider team
• Collaborative and team-oriented, with the ability to work effectively with colleagues, partners, and customers to resolve issues and improve services
• Proactive in seeking opportunities to improve service delivery and maintaining up to date technical skills in line with evolving technology
• Eligible to hold UK security clearance
• You hold an ITIL Foundation level certification or a similar certification

Knowledge and experience of the following would be advantageous:

• Experience working within a managed services or multi-tenant support environment

What we look for in our people:

• Strong alignment with FSP values and ethos
• Commitment to teamwork, quality and mutual success
• Proactivity with an ability to operate with pace and energy
• Strong communication and interpersonal skills
• Excellent planning and organisational skills
• Dedication to excellence and quality

Who are FSP?

Founded in 2012, FSP Consulting Services (FSP) is a best-in-class digital transformation and cyber consultancy specialist combining real world experience in business strategy, change and adoption and digital solution delivery with a strong culture and social purpose.

As a long-standing Microsoft Solutions Partner, our portfolio of modern workplace, cloud, data, and cyber security offerings, alongside trusted managed services delivery, is driving change for high-profile clients in both the public and private sector. Our work is founded on the commitment to deliver positive impact for both organisations and their people.

As an employee-first organisation, FSP is committed to creating a culture of True Belonging, Excellence Everywhere, and Creating Opportunity.

We are proud to have been recognised by Best Companies™ as a 3-star 'World Class' workplace (their highest level of accreditation) in 2024, 2023 and 2022. We were also awarded No.1 Best Company to Work For in the UK, in the Technology sector and in the South-East (Regional League Table) in 2023.

We have also been recognised three times as No.1 Best Workplace™ in the UK by Great Place to Work®.

Why work for FSP?

At FSP, we are committed to providing:

• A collaborative and supportive environment in which you can grow and develop your career
• The tools and opportunity to do work you can be proud of
• A chance to work alongside some of the best people in the industry, who always seek to share their knowledge and experience
• Hybrid working – we empower you to make smart choices about when and where to work to achieve great results
• Industry leading coaching and mentoring
• Plus the excellent benefits package we offer at FSP

Equal and Fair Opportunity

FSP is an equal opportunity employer and we welcome applications from all suitable candidates. We consider all applicants for employment regardless of age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief.

Research suggests that applicants from underrepresented groups are less likely to apply for roles if they do not precisely meet requirements, or if they felt there were clear barriers as to who should apply. If you are excited about a potential role with us but are concerned that you may not be a perfect fit, please do apply, as you may be the ideal candidate for this role or for a different vacancy within FSP.

We endeavour to always provide fair opportunity for applicants to showcase themselves in the best way possible during any interviews or meetings. If you require any adjustments for a call or in-person meeting, please let us know.