Senior IT Service Desk Analyst

About the Role: The Senior IT Service Desk Analyst plays a key role in ensuring high-quality technical support across the business including UK and Europe. Acting as a subject matter expert and escalation point within the IT Service Desk; the role combines advanced troubleshooting with leadership responsibilities. The Senior Analyst mentors junior team members, contributes to continuous service improvement, and supports wider IT projects. This position requires technical expertise across infrastructure, applications, and service management tools, as well as strong customer service and communication skills., * Lead the troubleshooting and resolution of high-priority or critical incidents, coordinating with wider IT teams when necessary.

• Resolve complex technical issues escalated from first-line support, ensuring prompt and effective resolutions.
• Coach and support junior analysts, sharing knowledge and promoting best practice in service delivery
• Identify recurring issues and recommend process improvements or automation to improve service desk efficiency.
• Monitor service desk KPIs and contribute to continuous improvement initiatives in line with ITIL practices.
• Develop and maintain knowledge base articles and user guides; deliver informal training to end users where required.
• Contribute to IT projects by providing insights from frontline support and participating in testing or rollout activities.
• Use ITSM tools (e.g., ServiceNow) to track incidents and service requests, ensuring accurate and timely updates.
• Maintain a high level of proficiency in systems such as Windows OS, Microsoft 365, Active Directory, and networking protocols.
• Provide support to remote and field and European based colleagues using remote assistance tools (e.g., TeamViewer, Kaseya).
• Uphold ITIL v4 principles in all aspects of incident, request, and change management processes

• ITIL v4 Foundation Certification - Essential
• Minimum 3 years' experience in an IT Service Desk or technical support environment.
• Advanced troubleshooting skills across hardware, software, and networking.
• Strong understanding of Windows OS, Microsoft 365, Active Directory, and endpoint protection.
• Familiarity with ITSM tools such as ServiceNow.
• Ability to mentor others and deliver informal training sessions.
• Strong communication, customer service, and problem-solving abilities.
• Knowledge of remote troubleshooting tools (e.g., TeamViewer, Kaseya).
• Exposure to scripting tools (PowerShell, Bash) and retail systems (POS, card machines) - desirable.
• Experience supporting IT change or project delivery - advantageous.
• Microsoft, Cisco, or CompTIA technical certifications - advantageous.

• Grow your career - gain accredited qualifications, apprenticeships, and progression opportunities within a global organisation
• Flexible working hours
• Hybrid working - up to 2 days per week (dependent on role and business needs)
• Salary Sacrifice Schemes - Cycle to Work and Car Scheme available
• Enhanced Maternity & Paternity leave
• Generous annual leave entitlement
• Annual leave buy back scheme - purchase up to 5 additional days
• Discounted gym membership - stay healthy and save on fitness costs
• One paid volunteering day per year
• Wellbeing facilities - space to relax and recharge
• Free secure on-site parking
• Dress Down Fridays
• Free VDU eye test

Who is EG Group? EG Group is a leading global convenience retailer, operating a wide range of brands across multiple sectors including fuel, foodservice, and grocery retail. With a presence in over 7 countries and a commitment to innovation and customer service, EG Group continues to expand its portfolio and reach. Our company is focused on delivering value to its customers, partners, and stakeholders through efficient operations and strategic growth. Please note - the successful applicant will be subject to a DBS check which will be funded by EG Group.