Senior Service Desk Analyst / Delivery Analyst

Job Description Join Our Team as a Desktop Support Analyst All potential candidates should read through the following details of this job with care before making an application. An exciting opportunity has come available for a Desktop Support Analyst to join the growing team at Brightwell. In this key role, you will be responsible for providing deskside assistance to Brightwell users, providing an onsite point of contact for 3rd parties and providing assistance with IT related issues. Additionally, the Desktop Support Analyst will maintain strong communication lines between Brightwell, the third-party vendors and the business adhering to Brightwell practices. The role is based primarily on-site at Derby, with an expectation of 3 days in the Derby office and 2 days at the Chesterfield office, adjusting as required. Provide onsite desktop support and remote hands-on support to the business to ensure the business is continuously able to operate efficiently and effectively. Follow ITIL processes, focusing on Incident and Change Management, to ensure consistent and controlled service delivery. Ensure third-party vendors and the business adhere to IT processes in line with SLAs and Brightwell policies, to maintain compliance and service quality. Act as the second point of contact for escalated first-line service desk cases across network and desktop areas, to ensure timely resolution of complex issues. Support the Service Delivery Manager in testing technology changes, to ensure systems are stable and available for the next working day. Monitor technology security practices and proactively identify and escalate potential or actual breaches, to protect organisational systems and data. Maintain policy and process documentation, to ensure information remains accurate, up to date, and accessible. · Provide metrics and Management Information (MI) to relevant stakeholders, to support informed decision-making and performance tracking. Participate in on-call support when required, to ensure business continuity and issue resolution outside standard hours. Manage IT peripherals to ensure they remain fit for purpose and fault-free, to support reliable end-user operations. Use ServiceNow for ticketing and asset management, to ensure accurate tracking and effective management of IT peripherals, assets, and licences. Good working knowledge of Windows operating systems and Microsoft 365, including associated applications Proven experience of troubleshooting end-user IT issues across Windows, Microsoft 365, and common business applications Experience working in a desktop support or service desk environment (typically 3+ years or equivalent) Experience of incident triage and working with competing priorities in a high-volume support environment Relevant IT support experience and/or formal IT qualifications Experience of working with third-party suppliers and support teams SharePoint administration Networking experience e.g. patching, testing, VLAN organisation File integration software, e.g. As a Brightwell colleague, you will enjoy a competitive salary, hybrid work practices, professional development, career development, and a great benefits package including: ~ Annual performance bonus of up to 7%. 25 days holiday (increasing to 30 with service) plus bank holidays. A pension with 15-17% employer contributions (depending on age). 8 x salary Life Insurance. Generous family friendly policies, including up to 26 weeks full pay (maternity, adoption and paternity leave) Free health assessments. Health cash plan. Professional study support. Employee Assistance Programme and free Wellhub wellness network platform access. Free parking. Building an inclusive work environment: Brightwell is committed to developing and maintaining an inclusive culture, ensuring that behaviours, working practices, and policies promote fair treatment and access to development opportunities for every colleague.