We’re looking for an experienced and passionate Senior Helpdesk Analyst to be the go-to person for technical support within our clients business. You’ll be instrumental in supporting their internal teams, solving problems quickly and effectively and mentoring junior helpdesk staff, all while playing a key role in shaping the culture and direction of the IT support function.

This is a great opportunity for someone who takes pride in delivering exceptional service and is excited to grow into a future leadership position and contribute to building an IT support experience our team can rely on.

What You'll Be Doing

• Resolving tickets related to hardware, software and systems
• Providing high-level support and clear communication to end-users
• Mentoring junior team members and promoting a culture of knowledge sharing
• Assisting with patch management, device/application monitoring and IT asset tracking
• Supporting internal tools and systems like Google Workspace, Slack, Jira, Intune MDM, OnePass, Active Directory, Atlassian, Qualys, CrowdStrike, SnipIT and Jenkins
• Contributing to a knowledge base and supporting end-user training initiatives
• Collaborating with the wider IT and Infrastructure teams to improve support processes

About You

• 3+ years in a helpdesk or IT support role, ideally with some experience mentoring others
• Strong troubleshooting skills across desktop environments and common software/hardware
• Familiar with cloud tools and platforms, with hands-on experience across: Google Workspace, Slack, Intune/MDM, Active Directory, Jira, OnePass, CrowdStrike, Jenkins and more
• Understanding of scripting (PowerShell, Python or Bash) and patching practices
• Proactive, solutions-focused and driven to deliver great service internally
• Comfortable working in an evolving environment where you can influence positive change
• Excellent communication skills, you can explain complex concepts simply and clearly
• Experience with ITSM tools and a focus on documentation and process improvement

Why You’ll Love It:

• Hybrid work model: Enjoy the flexibility of 2/3 days WFH (If you thrive and enjoy working on-site, even better... there’s plenty to do!)
• No on-call: Work standard business hours with your evenings and weekends free
• Culture-first: We care deeply about building a supportive, forward-thinking team
• Growth pathway: This role is ideal for someone ready to step into future leadership
• Competitive package: Base + Super + Bonus structure

If you're passionate about IT support and excited to make a meaningful impact, we’d love to hear from you.

(This is a 3-stage interview process designed to ensure alignment and give you insight into how we work and where we’re going)