Customer-Focused IT Service Desk Analyst (1st Line)

Liberty Group; West Kirby; On-site; GBP 24,000 - 32,000; Full time

Job summary

Liberty Group is seeking a customer-focused Service Desk Analyst to join our ICT team in Knowsley and deliver first-line IT support across the national business. You will log, triage and resolve incidents, providing remote and on-site assistance to colleagues.

You'll work with Microsoft 365, Windows 10, Active Directory and device configuration, ensuring excellent service and clear communication throughout resolutions.

Qualifications

• Minimum 2 years in a 1st Line Service Desk or IT Support role.
• Full UK driving licence or willingness to learn to drive.
• Strong working knowledge of Microsoft 365, Windows 10 and Active Directory.
• Experience with Apple and Android devices and desktop/laptop hardware.
• Experience with service desk ticketing systems.
• Excellent fault-finding and problem-solving skills.
• Outstanding customer service and communication skills.
• Ability to prioritise workload and work independently.

Responsibilities

• Act as first point of contact for IT support via phone, email and in-person.
• Log, categorise, prioritise and manage incidents in the ITSM system.
• Provide first-line technical support across hardware, software and business applications.
• Escalate to 2nd/3rd line support when required.
• Configure and support laptops, desktops, mobile devices and peripherals.
• Create user accounts and manage permissions in Active Directory.
• Support Microsoft 365 applications and Windows 10 environments.
• Configure and support Apple and Android devices.
• Deploy and configure laptops using imaging tools.
• Support Citrix desktop environments remotely and on-site.
• Maintain asset records and inventories.
• Produce user guides and provide training where appropriate.
• Provide support across multiple UK locations, both remotely and on-site.

Skills

Microsoft 365

Windows 10

Active Directory

Apple & Android devices

Desktop & laptop hardware

Network troubleshooting

Service desk ticketing system

Fault finding & problem solving

Customer service & communication

Driving licence

GCSE Maths & English

Education

GCSE Maths & English

Tools

ManageEngine imaging tools

Citrix environments

Job description

Liberty Group is seeking a customer-focused Service Desk Analyst to join our ICT team in Knowsley and deliver first-line IT support across the national business. You will log, triage and resolve incidents, providing remote and on-site assistance to colleagues.

You'll work with Microsoft 365, Windows 10, Active Directory and device configuration, ensuring excellent service and clear communication throughout resolutions.