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ALPHA IT CONSULTANTS PVT LTD
Senior Desktop Support Analyst - Bristol, UK (WFO)

Senior Desktop Support Analyst - Bristol, UK (WFO)

On site

Bristol, United kingdom

Senior

Full Time

10-11-2025

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Skills

Communication Leadership Go ServiceNow Decision-making Data interpretation Trend Analysis Programming power bi Analytics

Job Specifications

Job Title: Senior Service Analyst – Service Desk (Wealth)

Location: Bristol, United Kingdom

Employment Type: Permanent

Shift Timing: 9:00 AM – 5:30 PM (UK Time)

About the Role

We are seeking a Senior Service Analyst to join our Wealth IT Service Desk team. In this pivotal role, you’ll go beyond standard IT support — leveraging data, analytics, and automation to enhance how we deliver technology services.

This is an internal-facing position where you will support colleagues across Wealth Management by ensuring the seamless operation of applications and systems that underpin our client services.

The focus is on incident resolution, trend analysis, and continuous improvement, not on the initial logging of tickets.

Key Responsibilities

Data-Driven Service Insights

Analyse incident and request data to uncover trends, recurring issues, and performance gaps.
Translate insights into actionable service improvement initiatives.

Service Improvement & Automation

Identify high-volume, low-value tasks and drive initiatives to automate or eliminate them.
Contribute to the design and deployment of self-service tools such as chatbots, FAQs, and workflow automation.

Incident Management

Own and manage incidents through to resolution, ensuring minimal business impact and adherence to SLAs.
Provide expert-level support for all Wealth-related applications.

Stakeholder Collaboration

Act as a bridge between the Service Desk and wider IT functions.
Communicate insights and recommendations effectively across teams to support decision-making.

Leadership & Knowledge Sharing

Mentor junior analysts in adopting a proactive, analytical approach to incident management.
Foster a culture of continuous learning and service excellence.

What We’re Looking For

Proven experience in Service Desk or IT Support roles with a focus on service improvement and problem management.
Strong analytical and data interpretation skills.
Familiarity with ITSM / ITIL frameworks.
Hands-on experience with ServiceNow or similar ITSM platforms.
Exposure to automation tools, workflow management, or scripting.
Excellent communication and stakeholder engagement skills.
Strong organisational ability to balance operational support and improvement initiatives.
Awareness of AI-driven support tools and their use in modern IT environments.
Experience with Power BI or basic programming is desirable.

About the Company

ALPHA IT CONSULTANTS LTD is a Company based in Mohali, India. It is subsidiary of Alpha Technologies Inc. USA. Alpha IT Consultants Pvt Ltd is provider of Managed IT Services in India. Know more