{"id":3070686,"url":"https://alion.io/job/biffa-senior-service-desk-analyst","title":"Senior Service Desk Analyst","company":{"id":668762,"name":"Biffa","domain":"biffa.co.uk","url":"https://alion.io/company/biffa","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":97,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":9,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["High Wycombe, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":81000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":13},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-22T09:21:46Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-27T15:12:57Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Senior Service Desk Analyst\nHigh Wycombe\nA quick look at the role\nAs a Senior Service Desk Analyst, you’ll provide 1st line IT support across the group, ensuring incidents are resolved efficiently and within agreed SLAs. Acting as the first point of escalation for the team, you’ll support colleagues with technical queries, help train new starters and ensure a consistent, high-quality service is delivered to our internal customers.\nThe Service Desk’s opening hours are 7am-6pm, Monday to Friday. One of the Senior Service Desk Analysts will have to cover the early shift (07:00 to 15:30) and the other Senior Service Desk Analysts will have to cover the late shift (09:30 to 18:00).\nYour core responsibilities\nAct as the first point of contact for IT issues, ensuring all incidents and requests are accurately logged in ServiceNow and users receive excellent customer service.\nMonitor and manage response and resolution SLAs, ensuring tickets are correctly prioritised, assigned, escalated and resolved within agreed timescales.\nManage high-priority tickets and major incidents, identifying potential problems and producing incident reports where required.\nProactively review aged tickets, support Service Desk Analysts with complex technical issues and help reduce overall ticket volumes.\nProvide guidance, training and technical support to Service Desk Analysts, while carrying out 1st line support duties as required.\nDrive continuous improvement across Service Desk processes and knowledge articles, maintaining strong relationships with colleagues, stakeholders and third-party suppliers.\nOur essential requirements\nExperience in a Service Desk environment supporting a range of technologies.\nStrong troubleshooting skills, with a focus on first-call resolution and known fixes.\nExperience managing tickets, SLAs and KPIs within a customer-focused IT support environment.\nKnowledge of Windows, Microsoft 365, Exchange, TCP/IP and remote support tools.\nExperience using ticketing systems and creating technical documentation.\nExcellent communication and problem-solving skills, with the ability to work under pressure, use initiative and work effectively within a team.\nWe’re here to change the way people think about waste.\nWhether we’re turning waste into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. Over 10,000 people around the country trust us to provide them with a career that’s always rewarding, often challenging, but never dull.\nDedicated to diversity.\nBeing inclusive is core to our culture at Biffa; we believe different ideas, perspectives and backgrounds are key to developing a creative and effective working environment that represents our communities and generates the best outcomes for colleagues, customers and stakeholders, which is why you’ll find us championing diversity, equity and inclusion at every turn.\nPlease note: We kindly ask that recruitment agencies do not contact us regarding this vacancy.","description_format":"text","description_chars":3049,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Waste Management"],"lifecycle":[{"event":"open","at":"2026-10-22T09:21:46Z"}],"visa":[],"liveness":{"score":80,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.884,"p_room":0.9,"age_days":4,"expected_fill_days":9,"reasons":["conf:3","velocity","win:mid","comp:brand"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/biffa-senior-service-desk-analyst","json_url":"https://alion.io/job/biffa-senior-service-desk-analyst.json","meta":{"generated_at":"2026-10-27T15:46:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4822,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":668762},"rest":"https://alion.io/mcp/rest/get_company?id=668762"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbiffa-senior-service-desk-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbiffa-senior-service-desk-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbiffa-senior-service-desk-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/biffa-senior-service-desk-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbiffa-senior-service-desk-analyst"}]}