Senior Service Desk Analyst

Job not on LinkedIn

🕒 May 7

🏢🏡 London – Hybrid

⏰ Full Time

🟠 Senior

🧐 Analyst

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

KI

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1941

📚 Education

🤝 B2B

Education • B2B

KI is a commercial furniture manufacturer and solutions provider specializing in learning, workplace, healthcare, and institutional environments. The company designs, engineers and supplies a broad range of contract furniture — including seating, tables, desks, casegoods, architectural walls and integrated media/flexible workspace systems — plus design tools, specification services and custom/modification programs. KI supports K–12 and higher education, corporate, government and healthcare markets with showroom locations, digital planning tools (e. g. , Classroom Planner, See It Spec It), continuing education content, sustainability initiatives and partnerships focused on social impact. KI is headquartered in Green Bay, Wisconsin.

📋 Description

• Manage daily workload distribution, ticket prioritisation, and escalation for 1-2 Service Desk Analysts • Monitor ticket backlog, SLA compliance, and assign tickets based on complexity and workload • Serve as first point of escalation for complex or high-priority issues requiring senior judgment • Track and report on service desk performance (ticket volume, SLA compliance, first-contact resolution, CSAT) • Provide ongoing training and development for the 1-2 Service Desk Analysts • Handle 1st and 2nd line support tickets across all Enterprise IT systems (M365, Okta, Intune, Slack, Notion, ITSM platform) • Troubleshoot issues with productivity applications (Microsoft 365, Adobe, Slack, Notion, etc.) • Support new joiner onboarding and leaver offboarding workflows • Participate in major incident response and post-incident reviews • Escalate complex issues to EUC Engineers or Senior Manager when requires as well as coordinating with EUC Engineers on device deployments, configurations, and endpoint issues

🎯 Requirements

• Previously led or supported Service Desks Analysts • Effective prioritisation and organisational skills, and an ability to adapt to changing requirements and work within a team. • A user-first approach, with a strong customer service skillset • Previous experience in a similar Service Desk or IT Support role • Proficient in Microsoft 365 administration and support • Experience with Windows and macOS desktop environments • Familiar with ITSM tools such as Freshservice for ticketing and incident management • Basic understanding of Entra ID (Azure Active Directory) • Experience with Microsoft Intune for device and endpoint management • Working knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP) • ITIL Knowledge and familiarity with incident, request and change processes

🏖️ Benefits

• You’ll get a highly competitive remuneration and benefits package. This is kept under constant review to make sure it stays relevant. • We understand the power of saying thank you and take time to acknowledge and reward extraordinary effort by teams or individuals. • Initial recruiter screening call • Interview with hiring manager • Technical Interview (this may vary depending on the role) • Final Interview