Senior Analyst, Enterprise Service Desk

Abacus Early Learning Center

Kent, United Kingdom
On-site
Advanced technical troubleshooting skills
Primary escalation point experience
Cross-system problem resolution
The Senior Analyst serves as the primary escalation point for resolving complex technical issues across endpoint, cloud, and core systems

Job Summary

  • The Senior Analyst serves as the primary escalation point for resolving complex technical issues across endpoint, cloud, and core systems.
  • This role is responsible for driving issue resolution by owning aging, high-impact, or stalled tickets to ensure timely closure.
  • The position requires providing mentorship to the team while maintaining a consistent, high standard of client experience through white-glove support.

Matching Summary

The Senior Analyst serves as the primary escalation point for resolving complex technical issues across endpoint, cloud, and core systems.

Skills & Requirements

Must-have

  • Advanced technical troubleshooting skills
  • Primary escalation point experience
  • Cross-system problem resolution
  • Client communication and status updates
  • Endpoint cloud and core system support

Nice-to-have

  • Mentorship of junior analysts
  • Service desk effectiveness improvement
  • White-glove client support delivery
  • Independent judgment in root cause analysis
  • On-call rotation participation

Key Requirements

  • Senior level experience in service desk operations
  • Ability to exercise independent judgment on escalations
  • Experience with cross-system and non-standard problems

Work Rights

Not specified

Tailored Resume

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