Principal Service Desk Analyst

Methods

. Resolve reactive and proactive problems throughout the information system lifecycle .

Posted 9/18/2026full-timeManchester • United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical and problem-solving skills to resolve complex IT issues while providing exceptional customer service. Proficient in Microsoft technologies and cloud platforms, with a commitment to continuous professional development and effective communication across technical and non-technical audiences.

Highest-signal resume keywords

Service Desk ExperiencePowerShell ScriptingMicrosoft Azure SupportAdvanced Problem ResolutionCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

PowerShell ProgrammingServer AdministrationWindows Server SupportSQL KnowledgeNetworking PrinciplesCloud Platform SupportIncident ManagementTroubleshootingPatch ManagementRemote Monitoring

Soft Skills

Analytical SkillsCommunication SkillsTime ManagementTeamworkFlexibility

Tools & Technologies

Microsoft ExchangeMicrosoft SharePointMicrosoft 365VMwareHyper-VITILv4Service Management ToolsMonitoring ToolsCustomer Interaction SystemsKnowledge Database

Certifications & Qualifications

Microsoft Certifications

Industry Keywords

Service DeskIT EnvironmentCustomer SatisfactionTechnical SupportIncident Reports

Tech Stack

Tools & technologies

AzureCloudLinuxSQLVMware

About the role

Key responsibilities & impact

Resolve reactive and proactive problems throughout the information system lifecycle
Classify, prioritise, document root causes, and implement remedies to prevent future incidents
Process and coordinate timely responses to incident reports
Channel help requests to appropriate functions and monitor resolution activity
Keep customers informed of progress toward service restoration
Act as an escalation point and deliver advanced problem resolution
Work with internal and external resources where necessary
Analyse trends and patterns across the IT environment
Lead assigned Service Desk projects
Deputise for the Service Desk Team Leader/Manager during high workload or absence
Answer support queries from customers and colleagues in a timely manner
Own escalated issues through resolution
Support and mentor junior colleagues and share knowledge
Communicate updates in daily stand-ups and to management
Collaborate with peers, technical resources, IT teams, business units, and vendors
Ensure effective patch management and current customer-asset patching
Troubleshoot advanced end-user compute, server, infrastructure, and cloud-platform issues
Support Microsoft technologies including Windows Server, Exchange, SQL, and SharePoint
Support Microsoft cloud technologies including Azure, Modern Workplace/Office 365, and Power Platform
Monitor and communicate current and potential issues using monitoring and service-management tools
Identify upstream process and system-configuration improvement opportunities
Create, use, and share PowerShell scripts for device, server, account, and resource management
Maintain accurate customer interaction and environment records
Document and share troubleshooting techniques
Respond to proactive monitoring alerts within contractual SLAs
Analyse and improve the knowledge database
Visit customer sites when required
Train and/or mentor Service Desk Analysts and Senior Service Desk Analysts

Requirements

What you’ll need

Experience of working on a Service Desk
Strong analytical and creative problem-solving skills, with ability to identify root causes in complex scenarios
Ability to locate and evaluate relevant information effectively and efficiently
Excellent communication skills via various channels
Ability to communicate technical information clearly to non-technical and technical audiences
Ability to learn quickly and keep up to date with technology advancements
Ability to use time management techniques and work efficiently under own initiative while demonstrating teamwork
Flexibility and adaptability for demanding workloads
Ability to deliver high-quality work within expected timescales and meet customer service level expectations
Broad and deep knowledge of server and desktop operating systems, networks, office systems, and Microsoft cloud offerings
Competence in PowerShell programming/scripting
Commitment to continual business and professional development
Passion for IT and technology
Proven focus and ability to deliver effective customer service and high customer satisfaction
Willingness and ability to work weekends and out-of-hours when necessary
Desirable: previous training or mentoring experience
Desirable: experience with remote monitoring and management software
Desirable: advanced server administration knowledge
Desirable: advanced Windows server components knowledge
Desirable: advanced Linux server components knowledge
Desirable: advanced networking principles and components knowledge
Desirable: advanced Azure platform components knowledge
Desirable: advanced Microsoft 365 platform components knowledge
Desirable: Microsoft Certifications
Desirable: SQL knowledge
Desirable: virtualization experience, such as VMware or Hyper-V
Desirable: ITILv4

Benefits

Comp & perks

Autonomy to develop and grow your skills and experience
Exciting project work making a difference in society
Strong, inspiring, and thought-provoking leadership
Supportive and collaborative environment
Access to LinkedIn Learning
Management development programme and training
24/7 confidential employee assistance programme
Flexible working, including home working and part time
Office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays
Commitment to charitable causes
25 days of annual leave per year, plus bank holidays
Option to buy 5 extra days each year
2 paid volunteering days per year
Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
Life Assurance of 4 times base salary
Non-contributory Private Medical Insurance, including spouse and dependants
Non-contributory Worldwide Travel Insurance, including spouse and dependants
Enhanced Maternity and Paternity Pay
Season ticket loan
Cycle to work scheme
Additional compensation for weekend and out-of-hours work in line with T&Cs