Senior IT Helpdesk Analyst Job Description:
As a Senior IT Helpdesk Team Member, you’ll be the backbone of our technical support operations. You’ll lead triage and ticket allocation, action escalated tickets and oversee team workload to ensure smooth service delivery. This role demands a calm, organised, and proactive individual who thrives in a fast-paced MSP environment.
Salary:
£30 - £35k Depending on experience
Reports To:
Head of Service Delivery
Key Responsbilities & Experience
Ticket Triage & Allocation
Prioritise and assign incoming tickets based on urgency, impact, and skillset
Ensure SLAs are met and escalations are handled appropriately
Monitor ticket queues and redistribute workload as needed
Incident Management
Manage security alerts and incidents, working closely with internal teams and vendors
Maintain documentation and post-incident reviews to support continuous improvement
Team Leadership
Support Apprentices and Level 1 engineers with technical guidance and mentoring
Take ownership and accountability of tickets
Collaborate with the Head of Service Delivery to improve processes and training
Technical Expertise
Provide Level 3 support across Microsoft 365, Azure, Windows Server, networking, and security platforms
Use Ticketing, RMM and Document Management Systems
Stay current with industry trends and contribute to internal knowledge sharing
Essential Skills & Experience
Minimum 3 years in IT support, with at least 1 year in a senior or Level 3 role in a managed service provider
Strong understanding of ticketing systems, incident response, and security protocols
Experience in mentoring and workload management
Certifications such as ITIL, Microsoft and CompTIA are desirable
Personal Attributes
Willingness to learn
Excellent time management
Attention to detail
Excellent customer service skills
Able to work in a fast-paced environment
Team player with a positive attitude and willingness to share knowledge
Benefits
What We Offer
Hands-on experience in a dynamic MSP environment
Supportive team and mentoring
Excellent work culture
Continuous Development
Opportunity to work with cutting-edge technology
Staff Benefits
33 days holidays including Bank Holidays
Additional paid leave on Christmas Eve or New Year’s Eve
Employer pension contributions in line with statutory eligibility requirements
Optional Private Healthcare
Death in Service benefit for nominated beneficiaries (subject to eligibility)
Career Development
Structured Personal Development Plans (PDPs)
Regular 1:1 meeting supporting training, progression and career goals
Workplace Essentials
Branded uniform provided
Free onsite parking with easy access to the town centre
Workplace Culture & Engagement
Monthly “Employee of the Month” recognition with reward vouchers
Collaborative culture with regular feedback and involvement in decision‑making
Staff‑led charity partnerships with fundraising initiatives
Sustainability practices including recycling and responsible energy use
Additional Perks
Complimentary drinks and snacks available onsite
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.
About You
Have what it takes
You know that being good isn't enough and have a love for learning new skills & techniques
Enthusiasm in all that you do
You love what you do & bring positive energy to the team, lifting others up if they are down.
Be remarkable
You're a great communicator who values being organised and well- presented.
Think different
You value inclusion - You're not afraid to speak up and share your ideas,
even if they are different from the norm.
Know how to succeed
You understand the importance of taking ownership of your own time
& tasks and value teamwork.
About Us
Our core values are what support our vision, shape our culture and reflect what we value most.
If you join the team, we expect you to embody our core values to help guide your decisions, actions and behaviours.
World-Class development..
To ensure that Think Cloud remains a leader in our industry, professional development is at the heart of what we do. We know that in order to be successful, our team need to have the skills and knowledge necessary to excel in their roles.
We provide world class training development covering
IQ - Skills Intelligence and Task-Aware
EQ - Emotional intelligence Others-Aware
PQ - Personal Intelligence Self-Aware.
The same tools are used inside Google, Microsoft, and other Fortune 500 Companies. All designed to help you sharpen your skills to be successful in your role.
Over Two Decades Trusted By Businesses
Our Journey To Think Cloud
Think Cloud is a multi award-winning "Britain’s 50 Best Managed IT Companies" team with over two decades of experience helping businesses,from Local Government, Education, Ministry Of Defence Supply Chain, Manufacturing, Engineering, and Financial sectors. We are now proud to support more than 150+ customers, working with a wide range of businesses that are the most innovative and creative in their respective fields.
To learn more about our story, check out this podcast where Dean, Scott, and Leon share stories on how Think Cloud was founded and the road ahead.
How to apply for this vacancy ....
Apply in writting via emailing your CV to HBTC (Hull Business Training Centre), our training, apprenticeships and recruitment partner :
Subject Line: Think Cloud - Senior IT Helpdesk Analyst
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