Job Summary
The Sr. Enterprise Service Desk Analyst is a senior member of the Service Desk team responsible for resolving complex technical issues, owning escalations, and delivering high-quality, white-glove support to clients. This role serves as the primary escalation point for ESD Analysts and is responsible for driving issue resolution across endpoint, cloud, and core systems.
In addition to advanced troubleshooting, this role provides mentorship, improves service desk effectiveness, and ensures a consistent, high standard of client experience.
Responsibilities
Escalation & Advanced Support (Primary Focus)
- Serve as the primary escalation point for ESD Analysts on complex or high-priority issues.
- Own and resolve advanced technical issues, including cross-system and non-standard problems.
- Take ownership of aging, high-impact, or stalled tickets to drive resolution.
- Exercise independent judgment in determining root cause and appropriate resolution or escalation path.
- Act as the final escalation point within the Enterprise Service Desk before engaging engineering teamswhen necessary, ensuring complete context and troubleshooting.
- Communicate clearly with clients on issue status, timelines, and resolution plans.
- Participate in Sr. Analyst on-call rotation as needed.
Technical Troubleshooting
- Troubleshoot and support:
- Microsoft 365 (Teams, SharePoint, OneDrive, Outlook, Entra ID)
- Active Directory (users, groups, permissions)
- Endpoint management tools (e.g., Intune, device compliance, patching)
- Email security platforms (e.g. Mimecast, Proofpoint, Defender)
- Citrix (e.g. publishing/managing applications, troubleshooting sessions)
- Diagnose and resolve networking issues (DNS, DHCP, TCP/IP, connectivity)
- Troubleshoot virtual environments (e.g. VMware, Hyper-V, Proxmox) from an operational perspective.
- Investigate and resolve escalated system alerts and performance issues.
Mentorship & Service Desk Leadership
- Provide day-to-day guidance and support to ESD Analysts.
- Assist in prioritizing and managing the service desk queue.
- Review escalated tickets for completeness and troubleshooting quality.
- Promote best practices in troubleshooting, documentation, and client communication.
- Contribute to onboarding and ongoing development of team members.
Service Delivery & Operations
- Deliver white-glove technical support via phone, email, and remote sessions.
- Maintain accurate and detailed documentation in ticketing and knowledge systems.
- Ensure adherence to SLAs, KPIs, and service delivery standards.
- Identify trends and recurring issues and recommend improvements.
- Participate in process and documentation improvements.
Infrastructure & Engineering Collaboration
- Support troubleshooting efforts involving servers, cloud services, and network infrastructure.
- Collaborate with engineering teams on escalated issues and major incidents.
- Assist with system changes, upgrades, and maintenance activities as needed.
- Support implementation of security measures such as MFA and endpoint protection.
Skills
- 5+ years of experience in IT support, service desk, or systems support roles
- Strong troubleshooting skills across endpoint, Microsoft 365, and user environments
- Active Directory & identity management
- Endpoint management tools (e.g., Intune)
- Working knowledge of networking fundamentals (DNS, DHCP, TCP/IP)
- Exposure to virtualization platforms (VMware/Hyper-V)
- Excellent communication and client service skills
- Strong documentation and process-oriented mindset
- Ability to manage multiple escalations and priorities effectively
Qualifications
- Degree in IT or related field (or equivalent experience)
- Relevant certifications (Microsoft, CompTIA, etc.)
- Experience in MSP or client-facing environments
Key Traits
- Strong ownership mindset and accountability
- Ability to operate independently in complex situations
- Calm and effective under pressure
- Collaborative and team-oriented
- Committed to continuous learning and improvement
What you can Expect:
- Great annual leave entitlement plus bank holidays
- Gym discount
- Life insurance
- Comprehensive travel insurance for you and your family in line with scheme rules
- Confidential well-being and counselling support
- Competitive compensation
- Commission eligible
- Contributory pension scheme
- Company events
- Private Medical and Dental Insurance
- Fantastic company culture and values
Polite Notice to Recruitment Agencies: We are recruiting for this role directly, but we do have a preferred supplier list of valued recruitment partners who support us when we need a little extra help. If you are not one of our preferred recruitment partners, we won't accept your CV introductions or grant any candidate ownership to any introductions that you make.
Abacus Information Technology Limited is an equal opportunities employer. We value diversity and promote equality across our business. The terminology used in this advert is not intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. Therefore, we welcome qualified applicants applications from all sections of society and are always happy to discuss reasonable adjustments and / or additional arrangements as required to support your application.
This role may be subject to a background check after an employment offer has been made, and final employment will be subject to a positive result; in addition, a reference and DBS check may be requested at the final stage of the process.
