Senior Service Desk Analyst

Senior Analyst – Service Desk

Are you passionate about service excellence and ready to take the next step in your IT support career? As a Senior Analyst at Peabody, you’ll play a pivotal role in providing senior-level technical support as part of our first-line Service Desk team. Acting as a key escalation point for colleagues, you’ll support the Service Desk Team Leader in driving performance, engagement, and continuous improvement.

You’ll oversee the lifecycle of incidents and requests, ensuring they are managed in line with agreed service levels and ITIL best practices. You’ll collaborate regularly with the Team Leader to identify service trends, maintain documentation, and promote best practices across the department. You’ll also liaise closely with other IT teams including 2nd Line, Field Support, and Infrastructure to ensure a consistent and efficient response to user issues.

This role requires a minimum of four days in the office, with one day working remotely.

What You’ll Do

• Act as an escalation point for technical issues within the Service Desk team
• Oversee incident and request management in line with ITIL best practices
• Support the Team Leader in identifying trends and driving improvements
• Liaise with other IT teams to ensure efficient resolution of user issues
• Maintain accurate documentation and promote best practices

What You’ll Need

• Experience working within a Service Desk environment
• Familiarity with ServiceNow as an ITSM tool
• Confidence in handling Major Incidents and supporting incident management processes
• ITIL v3 certification or strong understanding of ITIL principles
• Excellent customer service skills, both face-to-face and over the phone
• Strong written and verbal communication skills
• Ability to mentor colleagues and make confident decisions
• A constructive, solution-focused approach to challenges

Why Join Us?
When you join Peabody, you’re joining a team guided by our values:
Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together.
We believe in creating a workplace where everyone feels supported, included, and empowered.

What We Offer

• 30 days’ annual leave, plus bank holidays
• Two paid volunteering days each year
• Flexible benefits scheme and discount portal
• Life assurance at 4x your salary
• Up to 10% pension contribution

Please Read Before Applying
Peabody does not provide sponsorship for this role.

Interviews will take place on Monday 5th January 2026.

We may close this advert early depending on application numbers.

If this sounds like we are right for you and you’d love to be part of Peabody, we’d like to hear from you.

Please apply now by submitting an anonymised CV and a short statement explaining why you’re the perfect fit for this role.

Got questions? Contact George Murphy, Talent Specialist at
george.murphy@peabody.org.uk