Service Desk Analyst - 1st Line - 6 Month Contract

Torus Group; Liverpool; On-site; AUD 50,000 - 61,000; Full time

Job summary

Torus Group in Liverpool is seeking a Service Desk Analyst to join the IT team on a 6-month contract. This role provides first-line IT support to colleagues across the Torus Group, handling incidents, service requests and day-to-day technology issues from a busy, customer-focused environment.

You will be the first point of contact for IT support requests via phone, email and self-service portals, log and triage incidents in the ITSM system, and own tickets through to resolution.

Qualifications

• Customer service experience in a helpdesk or IT support environment.
• Strong communication and relationship-building skills.
• Patience, empathy and professionalism when assisting customers.
• Solid troubleshooting and fault-diagnosis abilities.
• Good organisational skills to prioritise workloads.

Responsibilities

• Provide a high-quality, customer-focused IT support service to colleagues across the Torus Group.
• Act as the first point of contact for IT support requests via telephone, email and self-service portals.
• Log, categorise and triage incidents and service requests in the IT Service Management system.
• Take ownership of tickets and keep customers informed through to resolution.
• Troubleshoot and resolve first-line issues with hardware, mobile devices, printers, software applications and basic networking.
• Escalate more complex issues to second-line and third-line support when needed.
• Maintain accurate IT asset records in the CMDB and support knowledge base documentation.
• Contribute to IT performance reporting and continuous service improvement.

Skills

Customer service

Communication

Problem-solving

Time management

Teamwork

Willingness to learn

Education

Degree-level education or equivalent IT/customer service experience

Tools

Microsoft 365

Active Directory

SharePoint

Microsoft Exchange

ITSM system

Job description

Service Desk Analyst - 1st Line - 6 Month Contract

We're looking for a 1st LineService Desk Analyst to join our IT team based in Liverpool. This is an excellent opportunity for someone with customer service experience and an interest in technology to develop their IT support career within a busy, customer-focused environment, providing first-line support to colleagues across Torus.

In this varied role, you'll be the first point of contact for colleagues seeking technical assistance, delivering an excellent customer experience while supporting the resolution of IT incidents, service requests and day-to-day technology issues.

Working Pattern:

This role is primarily based at our Liverpool office, with one day per week working from either our Warrington, St Helens or Stonebridge office locations. The Service Desk operates between 8:00am and 6:00pm, and you will work on a rotating shift pattern within these hours, with the opportunity to participate in an optional out-of-hours support rota.

What you'll be doing:

- Provide a high-quality, customer-focused IT support service to colleagues across the Group.

- Act as the first point of contact for IT support requests received via telephone, email and self-service portals.

- Log, categorise and triage incidents and service requests through the IT Service Management system.

- Take ownership of support tickets, ensuring customers are kept informed of progress through to resolution.

- Troubleshoot and resolve first-line issues relating to hardware, mobile devices, printers, software applications and basic networking.

- Escalate unresolved issues to second-line and third-line support teams when required.

- Complete daily service checks and provide feedback on issues identified.

- Maintain accurate IT asset records within the Configuration Management Database (CMDB).

- Support the maintenance and development of knowledge base articles, user guidance and technical documentation.

- Contribute to IT performance reporting and continuous service improvement activities.

- Liaise with third-party suppliers where required to support incident resolution and service delivery.

- Assist with device provisioning, equipment setup and onboarding support for new starters.

- Support compliance with IT policies, Cyber Essentials and ISO 27001 standards.

- Promote equality, diversity and inclusion while adhering to organisational health and safety requirements.

What we're looking for:

- Experience in a customer service, helpdesk, service desk or IT support environment.

- A customer-focused approach, with excellent communication and relationship-building skills.

- The ability to demonstrate patience, empathy and professionalism when supporting customers.

- Strong problem-solving skills and a logical approach to troubleshooting and fault diagnosis.

- Good organisational skills with the ability to prioritise workloads and manage competing demands.

- A proactive attitude and willingness to learn new systems, technologies and ways of working.

- Knowledge of, or an interest in learning, technologies such as Microsoft 365, Active Directory, SharePoint and Microsoft Exchange.

- Experience managing incidents and support requests while keeping customers informed throughout the resolution process.

- The ability to work effectively both independently and as part of a team.

- Evidence of a commitment to ongoing professional and personal development.

- Degree-level education or equivalent IT/customer service experience would be advantageous.

- The ability to travel to Liverpool, Warrington, St Helens and Stonebridge offices as required.

Shortlisted candidates will be invited to attend a competency-based interview at our Liverpool office and will take place on the 12th and 13th October 2026.

Additional Information:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

- Right to work verification.

- Qualification certificate check (where applicable).

- Two satisfactory references.

- DBS check if applicable (Standard/Enhanced).

- Completion of all new starter documentation, including signed terms and conditions.

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.