Senior Desktop Support Analyst - Bristol, UK (WFO)

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 RoleWe 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 ResponsibilitiesData-Driven Service InsightsAnalyse incident and request data to uncover trends, recurring issues, and performance gaps.Translate insights into actionable service improvement initiatives.Service Improvement & AutomationIdentify 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 ManagementOwn and manage incidents through to resolution, ensuring minimal business impact and adherence to SLAs.Provide expert-level support for all Wealth-related applications.Stakeholder CollaborationAct as a bridge between the Service Desk and wider IT functions.Communicate insights and recommendations effectively across teams to support decision-making.Leadership & Knowledge SharingMentor junior analysts in adopting a proactive, analytical approach to incident management.Foster a culture of continuous learning and service excellence.What We’re Looking ForProven 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.