Senior Service Desk Analyst

This range is provided by Allen Lane. Your actual pay will be based on your skills and experience – talk with your recruiter to learn more.

Direct message the job poster from Allen Lane

Allen Lane are proud to be supporting the London Borough of Newham in their search to appoint a Senior Service Desk Analyst on a permanent basis. This is an exciting opportunity to join Newham’s Digital, Data and Technology (DDaT) service at a transformative time for the borough. You’ll help to deliver secure, reliable, and user-centred digital support that enables staff to provide the best possible services for residents.

If you’re a Senior Analyst with at least 2 years line management experience, a passion for great customer service, strong technical expertise and a desire to make a real impact, we’d love to hear from you.

• Lead and mentor Service Desk Analysts, ensuring the effective management of incidents and service requests across the Council
• Act as an escalation point for complex technical issues, particularly in Windows 10/11, Microsoft 365, Intune, and Azure/Entra
• Deliver a responsive and professional IT support service that keeps Newham’s systems and users performing at their best
• Diagnose and resolve complex issues, ensuring minimal disruption to services and maintaining high standards of documentation and communication
• Analyse service desk performance and contribute to continuous improvement of processes, policies, and knowledge bases
• Work collaboratively across the DDaT team to promote user‑centred service delivery and share expertise
• Participate in the out‑of‑hours support rota, ensuring consistent coverage and service excellence

• Strong knowledge of Windows 10/11, Microsoft 365 (Exchange Online, Teams, SharePoint), Entra  (Azure AD), SCCM and Microsoft Intune
• Experience with Active Directory, Group Policy, and Power Shell scripting
• Familiarity with ITIL best practices and incident, request, and service level management
• Excellent customer service and communication skills, with the ability to translate technical information into clear, actionable advice
• Experience mentoring and supporting colleagues to develop their technical and service skills
• A proactive, problem‑solving mindset and a collaborative approach to improving IT service delivery

A salary of £45,750 – £49,056 plus benefits including:
Local Government Pension Scheme, up to 31 days annual leave plus bank holidays, ongoing professional development and excellent flexible working arrangements.

Please submit your CV and a supporting statement (no more than 1,250 words) to  by 9am on Friday the 7th November.

Mid‑Senior level

Full‑time

Information Technology

Government Administration