BUUK Infrastructure
ICT Senior Service Desk Analyst
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ICT Senior Service Desk Analyst
ICT Senior Service Desk Analyst – Fixed Term Position
Location: Woolpit Salary: From £37,704 per annum Contract: Fixed Term until 30 May 2027 Posting End: 16/07/2026
About BUUK Infrastructure
At BUUK Infrastructure, we drive innovation to accelerate the UK towards net zero—supporting all our customers with vision as the leading utility partner.
Our supported, inclusive culture fosters growth, ensuring our people thrive professionally and personally.
About the Role
We’re seeking a champion of customer loyalty and business growth, embodying our motto: "Earn loyalty through consistently excellent service."
As ICT Senior Service Desk Analyst, you’ll provide senior-level first-line support, acting as an escalation and deputised team manager, resolving complex IT issues while upholding impeccable service standards.
Key Responsibilities
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Leadership & Mentoring:
- Mentor Service Desk team members via shared expertise.
- Deputise for Team Leaders, coordinating workflows and escalations.
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Incident & Request Management:
- Triage tickets and allocate resources strategically.
- Resolve IT-related issues (BAU and escalated cases), including security incidents, per SLAs.
- Manage incidents/service requests proactively, updating statuses to resolution.
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Customer & End-User Support:
- Provide telephone, email, and ITSM-based support with excellence.
- Coach end-users on BUUK systems and troubleshoot issues.
- Onboard new starters, role changes, and departures with IT setup.
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Frontline Interaction:
- Offer in-person customer and technical support.
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Additional Duties:
- Support out-of-hours incidents (rota-based).
- Adhere to Service Support Manager/Team Leaders’ guidance.
Qualifications (Essential)
- GCSEs: Grade C / 5 or higher in English & Maths (or equivalent).
- IT Practitionals: ITIL Foundations certificate.
- Career Progression: Demonstrated leadership potential (e.g., Aspiring Manager role).
Experience & Knowledge
- ** backgrounds:**
- Software & software versions—or equal.
- Security & awareness of best practices.
Abilities & Skills (Essential)
⋆ Communication: Exceptional interpersonal & written skills—engaging users and colleagues confidently. ⋆ Problem-Solving: Analytical and innovative, prioritising solutions under pressure. ⋆ Organisation: Highly structured, compliant with SLAs and attention to detail. ⋆ Resilience: Calm under stress, assertive yet professional in high-touch scenarios. ⋆ Technical Troubleshooting: Proficient in Microsoft OS, Active Directory, Exchange, and IT security.
Desirable Qualities
- Qualifications: A-Level / BTEC (C or equivalent) in IT-focused subjects.
- Accreditations: IT service certifications (e.g., Microsoft, anytime support).
- Technical Skills:
- Remote Desktop, DHCP, DNS, VPN knowledge.
- Support for smartphones/tablets.
- Software Experience: Familiarity with ITSM platforms (e.g., ServiceNow) or Network troubleshooting.
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What You’ll Gain
- Salary & Growth:
- Annual cost-of-living pay review.
- Staff pension up to 10% + employee contribution).
- Wellbeing:
- 33 days holiday (plus buy additional 2 weeks).
- Enhanced parental leave (maternity/paternity/adoption pay).
- Rewards:
- £1,000 referral bonus (tax-free net).
- Hybrid working flexibility.
- Culture & Opportunities:
- Upskilling & career progression.
- Wellbeing initiatives (e.g., return-to-work safety).
- Award-winning equity, diversity, and inclusive culture.
Inclusion at BUUK
Research shows qualified candidates often underapply if they don’t meet every listed criterion. If you align with most requirements—or share transferable skills, we encourage you to apply and discuss flexible work options.
"We reserve the right to close this role early. Act fast!"
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Proof is in our wellbeing commitments: Listen to how mutual respect shapes our team. Included: Supportive Culture page.
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