Senior IT Helpdesk Analyst
Are you an experienced IT professional passionate about delivering exceptional technical support? Do you thrive in fast-paced MSP environments and enjoy leading teams to success? Think Cloud is seeking a dedicated Senior IT Helpdesk Analyst to be the backbone of their support operations.
As a Senior IT Helpdesk Team Member, you’ll take charge of triaging tickets, managing major and security incidents, and overseeing team workload to ensure seamless service delivery. Your calm, organised, and proactive approach will help Think Cloud maintain their high standards and continuous improvement.
Key Responsibilities
Ticket Triage & Allocation
- Prioritise and assign incoming tickets based on urgency, impact, and skillset.
- Ensure SLAs are met and escalations are handled appropriately.
- Monitor ticket queues and redistribute workload as needed.
Incident Management
- Lead response to major incidents, coordinating technical resolution and client communication.
- Manage security alerts and incidents, working closely with internal teams and vendors.
- Maintain documentation and post-incident reviews to support continuous improvement.
Team Leadership
- Support junior engineers with technical guidance and mentoring.
- Monitor team performance and utilisation.
- Collaborate with the Head of Service Delivery to improve processes and training.
Technical Expertise
- Provide Level 3 support across Microsoft 365, Azure, Windows Server, networking, and security platforms.
- Use ConnectWise tools (Manage, RMM, ScreenConnect) and IT Glue for documentation
- Stay current with industry trends and contribute to internal knowledge sharing.
Skills & Knowledge
- Minimum 5 years in IT support, with at least 2 years in a senior or Level 3 role in a managed service provider.
- Strong understanding of ticketing systems, incident response, and security protocols.
- Experience in mentoring and workload management.
- Certifications such as ITIL, Microsoft, Meraki, or CompTIA are desirable.
- Willingness to learn
- Excellent time management
- Excellent customer service skills
- Team player with a positive attitude and willingness to share knowledge.
About the Employer
- Hands-on experience in a dynamic MSP environment
- Supportive team and mentoring throughout your apprenticeship
- Opportunity to work with cutting-edge technology
- Progression opportunities within the business
- Holidays: 20 days annual leave plus 8 bank holidays. Birthday off.
- Pension: Company contributes to the employee pension scheme, subject to eligibility and statutory requirements.
- Maternity/Paternity: Statutory maternity and paternity leave provided, with potential for enhanced support based on tenure and role.
- PDP’S & training: Quarterly Personal Development Plans (PDPs) and regular 1:1 meetings to support career growth and training needs.
- Themed social and charity days/team building: Organised social events such as race days, bowling nights, and charity-themed activities to promote team bonding.
- Mental Health/referral program: Access to professional mental health services and referral programs for confidential support.
- Free drink and food: Complimentary snacks, hot and cold drinks, filtered water, and occasional paid lunches including breakfast options.
- Onsite Parking: Free on-site parking available with easy walking access to the town Centre.
- Charity payments: Company supports local charities chosen by staff, with regular fundraising and donation initiatives.
- Employee of the month: Monthly reward vouchers distributed to staff in recognition of outstanding performance or contributions.
- Sick pay: Paid sick leave available after probation period, subject to attendance triggers and company policy.
- Death in Service: Death in service benefit provided to eligible employees, offering financial support to nominated beneficiaries.
- Workforce Engagement: Company fosters a culture of engagement through regular feedback, recognition, and inclusive decision-making.
- Environmental Policies: Commitment to sustainability through recycling initiatives, responsible printing practices, and energy awareness.
- Flexible working: Hours permitted as long as adequate team coverage is maintained and operational needs are met.
- Electric car scheme: Electric car salary sacrifice scheme available to eligible employees, supporting green commuting options.
- Health Care: After 3 months – declared on P11D
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Job Category: IT
Job Type: Permanent
Job Location: Hull | HU1
Cohort: Hull & EY