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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ICT Senior Service Desk Analyst - **Company:** BUUK Infrastructure - **Location:** Bury St Edmunds, UK - **Experience:** Expert - **Salary:** £37,704.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Operating Systems, Microsoft Software, Remote Desktop Services, Data Logging - **Published:** May 29, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=adb650cef741be1e ## About the Role Do you have experience in VPN?, Do you have a GCSE?, GCSE grade C / 5 in English and Maths, or equivalent. ITIL Foundation. Experience/Knowledge Experience working within an IT service desk / IT Support environment. A customer services background. Experience supporting Microsoft operating systems, Active Directory and Exchange. Abilities/Skills Great interpersonal skills when engaging and communicating with customers. Good written communication skills to engage and support customers. Strong aptitude for problem-solving, able to effectively analyse situations and provide innovative solutions. Highly organised and self-motivated. Ability to deal with potentially stressful situations calmly. Assertive, confident, positive, and professional manner. Ability to prioritise to achieve SLA. Maintain high attention to detail. Ability to troubleshoot IT related issues. Have a good understanding of IT security and awareness of cyber security best practices. Desirable IT based A level Grade C or above / BTEC or equivalent. Degree or equivalent. Support based Microsoft technologies accreditation. Knowledge of Remote Desktop Services technologies. Network troubleshooting experience. Knowledge of DHCP, DNS, VPN. Experience using ITSM packages. Knowledge of smartphone & mobile device support. ## Description Provide a senior level of first line support by acting as an escalation point for other Service Desk Analysts and Team Leaders. Manage team on a deputised basis by coordinating workflows and making decisions on behalf of Service Desk Team Leader. To ensure efficient resolution of escalated incidents, contributing to impeccable customer service and a 'can do' attitude to all levels of the business whilst working as part of a diverse and dynamic team. Your key responsibilities are Help and mentor the Service Desk team members, through sharing experience and knowledge. Triage and allocate Service Desk tickets and help the Team by organisation of resources where appropriate. Give advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through the appropriate communication methods. Handles security incidents, focus is overseeing BAU and how this is distributed across the team. Providing excellent customer service via the telephone, email and the ITSM system. Maintaining the high standards required for BUUK internal service levels. Working in a front of house position offering in person customer and technical services. Logging, investigating, resolving and/or managing incidents and service requests through to completion to a satisfactory customer resolution. Proactively manage communication for all Incident/Request statuses through to resolution. Provide user support and coaching for end-users using BUUK systems. Maintaining a rapport with customers by understanding their role within the organisation. Complete the setup of new starters, role changes & leavers. Offer first line support "out of hours" as specified on the team rota. Any other appropriate duties as required by the Service Support Manager and the Service Desk Team Leaders. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Guide for Expats Living in the UK](https://www.wearedevelopers.com/magazine/355-guide-for-expats-living-in-the-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)