We’re Hiring!

Senior Service Desk Analyst

Acacium Group

Bristol Pavilion, BS13 8AE

Monday to Friday (37.5 hours, permanent)

Competitive salary plus excellent benefits and bonus package

Unlock your potential:

As a Service Desk Analyst, you’ll be the go‑to support for our colleagues, helping them stay connected, productive and secure. You’ll handle user lifecycle requests, troubleshoot technical issues, and deliver an exceptional customer experience, all while working as part of a supportive and collaborative team.

As part of our global Service Desk team, we’re excited to offer a great opportunity for an IT professional to join us, supporting colleagues worldwide, with this role being based in Bristol.

As part of our global Group Delivery Services team within the Technology and Transformation division, you’ll play a key role in supporting our business units with expert advice and hands-on assistance. You’ll be at the heart of day-to-day operations while also contributing to the ongoing evolution of our workplace technology, making a real impact across the organisation.

About the Role

In this role, you will

• Act as a senior point of escalation for complex technical issues, ensuring timely and effective resolution.

• Manage user lifecycle processes including joiners, movers and leavers, access requests and permissions.

• Diagnose and troubleshoot hardware, software, network and account‑related issues both remotely and on site.

• Support device builds, deployments and maintenance, ensuring all equipment is secure and up to date.

• Maintain accurate asset records and ensure all tickets are logged, prioritised and updated in line with SLAs.

What You’ll Bring

We don’t expect perfection. If most of this sounds like you, we’d love to hear from you:

• Strong experience in a Service Desk or IT support role, ideally with exposure to a senior or escalation position.

• Confident troubleshooting skills across hardware, software, networks and user access.

• A customer‑focused mindset with the ability to communicate clearly and support users at all levels.

Why Join Us?

• Your work will directly shape decisions that improve our services.

• You’ll help us maximise value by ensuring data quality.

• You’ll be part of a supportive team where new ideas are welcomed.

• You’ll have opportunities to learn, grow, and develop your skills.

Your Benefits

• Pensions scheme, free mortgage broker service & life assurance

• Wellbeing Benefits. Employee Assistance Programme. Digital Health & Wellbeing App. Mental, Social, Physical & Financial Workshops

• Endless learning and development opportunities at your fingertips, including fully funded qualifications

• Recognition Benefits. Long Service awards, Exceptional performance awards & Increasing holiday allowance

• Discounts. Shopping, lifestyle & cinema discounts

Experience We’re Looking For

• Solid understanding of ITIL principles and service management best practice.

• Experience managing user lifecycle processes and working with ticketing systems.

• A proactive, solutions‑driven approach with the ability to work independently and prioritise effectively.

Inclusion & Accessibility

We are committed to creating a truly inclusive and diverse workplace where everyone feels valued, respected, and able to thrive. As an age-friendly and disability-confident employer, we welcome applications from people of all backgrounds, communities and ages, recognising unique skills, experience and perspectives individuals bring at every stage of their career. Guided by our core value of Putting People First, we are committed to fostering an inclusive culture and will consider flexible working options and reasonable adjustments wherever possible to suit individual needs.