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IT Senior Service Desk AnalystLocation: Colchester (Office-based)£25,500 REED Technology are looking for a proactive and technically skilled Senior Service Desk Analyst to join a fast-paced IT team supporting a nationwide network. This role is ideal for someone who thrives in a customer-focused environment, enjoys mentoring others, and is passionate about resolving technical issues efficiently and effectively. You’ll play a key role in managing escalated support queries, coaching 1st Line Analysts, and contributing to the continuous improvement of IT services. This is a hands-on role with leadership responsibilities, offering the opportunity to make a real impact on service delivery. Key Responsibilities Deliver 2nd Line IT and Telecoms support across the organisation, ensuring SLA compliance.Mentor and coach 1st Line Service Desk team members, supporting their development and maintaining training records.Lead by example in call handling, ticket resolution, and service desk operations.Analyse trends in recurring issues and implement long-term solutions.Provide 1st Line support coverage during staff shortages or peak demand.Manage escalated tickets from internal teams and external vendors.Assist with reporting, project delivery, and administrative tasks.Support and improve the ITSM platform (SysAid).Deliver desktop support including rebuilds, upgrades, migrations, and performance tuning. Key Skills & Experience Strong working knowledge of Windows, macOS, iOS, Android, and Microsoft Office.Experience with Cisco telephony systems.Proficient in troubleshooting hardware (desktops, laptops, printers, MFDs).Familiarity with Active Directory, desktop group policies, and scripting (PowerShell, VBScript).<li