{"id":1533866,"url":"https://alion.io/job/sword-group-senior-service-desk-analyst","title":"Senior Service Desk Analyst","company":{"id":54648,"name":"Sword Group","domain":"sword-group.com","url":"https://alion.io/company/sword-group","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":97,"open_postings":8,"ghost_share":0,"stale_share":0.125,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-11-05T05:54:30Z"}},"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":"explicit","locations":["Glasgow, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":80000,"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":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Shift-Left Security","optional":false},{"name":"Windows","optional":false},{"name":"ISO 27001","optional":true}],"status":"live","first_seen_at":"2026-10-29T15:20:13Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-05T04:57:31Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":6},"description":"Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.\nThe Senior Service Desk Analyst provides senior technical and operational capability within the Service Desk Operations function, supporting customers across a range of Managed Services environments.\nThe role is responsible for taking full ownership of assigned Incidents and Requests, including more complex or sensitive issues, ensuring they are investigated, progressed, resolved or escalated appropriately. The Senior Service Desk Analyst is expected to bring strong technical knowledge, sound judgement and a consistent focus on service quality and customer outcomes.\nIn addition to managing their own workload, the role provides technical guidance and peer support, helps maintain operational standards and leads by example. The Senior Service Desk Analyst plays an important part in ensuring the Service Desk operates with the discipline, consistency and care expected of a professional MSP.\nLocation: UK\nWhat You'll Be Doing\nService Desk Support & Service Ownership\nTake full ownership of assigned Incidents and Requests from initial investigation through to resolution, fulfilment or appropriate escalation.\nProvide effective technical support across customer environments, following agreed processes, procedures, service levels and customer commitments.\nInvestigate and resolve more complex or sensitive issues within the scope of the Service Desk, using sound technical judgement and structured troubleshooting.\nEnsure tickets are accurately categorised, prioritised, documented and progressed throughout their lifecycle.\nMaintain clear ownership of actions, customer communication, technical investigation and next steps.\nRecognise when an issue cannot be resolved within the Service Desk and ensure it is escalated to the correct resolver team with the right information and evidence.\nMonitor assigned work and take action where tickets are ageing, stalled, approaching SLA breach or at risk of impacting the customer.\nMaintain responsibility for the customer experience even when an issue has been escalated elsewhere.\nCustomer Experience & Service Delivery\nProvide professional, clear and timely communication throughout the Incident or Request lifecycle.\nBuild customer confidence through ownership, technical credibility, accurate information and consistent follow-through.\nUnderstand the impact of technical issues on the customer, their users and the wider service.\nSet realistic expectations and ensure customers are kept informed when progress, ownership or timescales change.\nManage difficult or sensitive interactions calmly and professionally.\nEnsure customer commitments and service levels are understood and reflected in day-to-day activity.\nIdentify and raise risks to service quality, customer experience or operational performance at the earliest opportunity.\nOperational Excellence\nWork consistently within the Service Operations Manual, Service Operations Procedures, Service Desk standards and agreed customer ways of working.\nMaintain high standards of ticket quality, documentation, categorisation, prioritisation and ownership.\nFollow the agreed Incident, Request, Knowledge, Problem and Change processes and understand how Service Desk activity contributes to the wider service.\nUse ServiceNow and other approved tools correctly and consistently to maintain accurate operational information.\nIdentify ageing, recurring, misrouted, incorrectly prioritised or poorly documented work and take appropriate action.\nSupport effective queue management and contribute to the achievement of SLA, KPI and customer performance targets.\nRecognise operational risk and escalate issues where service quality, customer commitments or team performance may be affected.\nMaintain a disciplined and organised approach to workload management, handovers and shift responsibilities.\nKnowledge, Improvement & Technical Leadership\nCreate, maintain and improve knowledge articles, technical documentation, work instructions and known-error information.\nIdentify recurring incidents, avoidable contacts, knowledge gaps and opportunities for shift-left or improved first-time resolution.\nContribute to Problem Management, Continual Service Improvement and service optimisation activities.\nShare technical knowledge and practical experience with other Service Desk Analysts.\nProvide informal coaching, guidance and support to less experienced colleagues.\nHelp identify training, tooling, process or technical capability gaps within the Service Desk.\nSupport the introduction of new services, technologies, procedures and customer requirements into Service Desk Operations.\nProvide constructive feedback where processes, tools or ways of working are not supporting effective service delivery.\nTeam Contribution\nLead by example in relation to ownership, technical capability, customer communication, quality and operational discipline.\nSupport a positive, collaborative and accountable Service Desk culture.\nWork effectively with Service Desk colleagues, Customer Operations, Technical Services and other resolver teams.\nProvide clear and useful handovers, updates and technical information to support continuity of service.\nContribute to team discussions, operational reviews and improvement activity.\nSupport colleagues during periods of high demand, major incidents or operational pressure.\nMaintain professionalism, reliability and care and attention to detail in all aspects of the role.\nRequirements\nRequired Skills & Experience\nSignificant experience working within an MSP, Managed Services or enterprise Service Desk environment.\nStrong experience supporting enterprise customers and working to defined service levels and customer commitments.\nProven experience managing Incidents and Requests through investigation, resolution, fulfilment or escalation.\nStrong understanding of ITIL-based Incident, Request, Knowledge, Problem and Change Management.\nExperience using ServiceNow or an equivalent ITSM platform.\nStrong technical troubleshooting capability across areas such as Windows, Microsoft 365, Outlook, Teams, Active Directory, Entra ID, authentication, MFA, endpoints and business applications.\nAbility to investigate more complex technical issues using a structured and methodical approach.\nStrong understanding of ticket lifecycle management, queue control, prioritisation and operational ownership.\nAbility to produce clear technical documentation and maintain accurate service records.\nStrong customer service, communication and stakeholder management skills.\nAbility to manage competing priorities while maintaining quality, control and follow-through.\nAbility to provide technical guidance and constructive support to less experienced colleagues.\nStrong attention to detail and a clear commitment to continual improvement.\nDesirable Qualifications & Experience\nITIL v4 qualification or equivalent experience.\nExperience supporting customers in the Energy, Oil & Gas or other regulated environments.\nUnderstanding of ISO/IEC 20000, ISO 27001 or equivalent service and information security standards.\nExperience mentoring colleagues or providing technical leadership within a Service Desk.\nExperience using ServiceNow ITSM, Knowledge, reporting and operational dashboards.\nExperience contributing to Problem Management, Continual Service Improvement, service transition or operational readiness.\nRelevant Microsoft technical certifications or equivalent practical experience.\nKey Personal Attributes / Behaviours\nTakes ownership and remains accountable for the outcome, not simply the activity.\nTakes pride in the quality, accuracy and completeness of their work.\nDemonstrates care and attention to detail in technical investigation, ticket records and customer communication.\nLeads by example and consistently works to the required MSP standard.\nProactively identifies risk, recurring issues, knowledge gaps and opportunities to improve.\nUses sound technical judgement and knows when to resolve, escalate, ask for support or challenge.\nRemains calm, professional and methodical under pressure.\nCommunicates clearly and treats customers and colleagues with respect.\nSupports colleagues and contributes positively to team performance.\nIs reliable, collaborative and consistent in the way they work.\nUnderstands that Service Desk Operations is about service quality and customer outcomes, not simply managing a ticket queue.\nBenefits\nAt Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.\nWe offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:\nPersonalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.\nFlexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.\nA Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..\nAt Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. 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