First Line IT Service Desk Analyst - Chester

GSF Car Parts Limited; Chester; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

GSF Car Parts Limited in the United Kingdom is hiring a 1st Line Service Desk Analyst to be the first point of contact for internal and external customers needing IT support. You will resolve basic technical queries, guide users, and escalate complex issues to 2nd line teams, while maintaining high service standards.

You should have strong communication skills, a basic grasp of Windows/Mac, MS Office, and networking concepts, plus familiarity with ITIL or ticketing systems.

Qualifications

• Experience in customer service or IT support (preferred).
• Basic IT knowledge: Windows/Mac, MS Office, networking concepts.
• Strong communication and customer-focused attitude.
• Ability to multitask and manage time in a busy environment.
• Familiarity with ITIL processes or ticketing systems is a plus.
• Relevant IT certification desired but not required.

Responsibilities

• Respond to support requests via phone, email, or ticketing system promptly.
• Diagnose and resolve basic hardware, software, and network issues (password resets, printer issues, access).
• Log incidents accurately in the ITSM system with details.
• Escalate unresolved issues to 2nd line or other teams with clear handover notes.
• Provide step-by-step guidance to help users self-serve where possible.
• Monitor open tickets and ensure timely resolution and customer satisfaction.
• Perform basic account administration tasks per company protocols.
• Follow IT policies and SLAs; contribute to knowledge base.

Skills

Customer service

IT support

Windows

Mac

MS Office

Networking concepts

Communication skills

Multitask

Problem-solving

ITIL familiarity

Education

IT certification (e.g., CompTIA A+, Microsoft Fundamentals)

Tools

ServiceNow

Zendesk

Job description

About The Role

Job Overview

The 1st Line Service Desk Analyst serves as the first point of contact for internal and external customers experiencing technical issues or requiring IT support. This role is responsible for providing excellent customer service, resolving basic technical queries, and escalating more complex issues to higher-level support teams. A 1st Line Service Desk Analyst will be proactive, detail-oriented, and eager to assist users in a fast-paced environment.

Key Responsibilities:

• Respond to incoming support requests via phone, email, or ticketing system in a timely and professional manner.
• Diagnose and resolve basic hardware, software, and network-related issues (e.g., password resets, printer connectivity, application access).
• Log all incidents and service requests accurately in the IT service management system, ensuring detailed documentation.
• Escalate unresolved issues to 2nd Line Support or other relevant teams, providing clear and concise handover notes.
• Assist users with step-by-step guidance to troubleshoot common problems and educate them on self-service options.
• Monitor and follow up on open tickets to ensure timely resolution and customer satisfaction.
• Perform basic account administration tasks, such as user account creation or permissions changes, following company protocols.
• Adhere to IT policies, procedures, and service level agreements (SLAs).
• Contribute to the maintenance of knowledge base articles and support documentation.

About You

Skills and Qualifications:

• Previous experience in a customer service or IT support role (preferred but not essential).
• Basic understanding of IT systems, including Windows/Mac operating systems, Microsoft Office Suite, and common networking concepts.
• Strong communication skills, both verbal and written, with a customer-focused attitude.
• Ability to multitask, prioritize, and manage time effectively in a busy environment.
• Problem-solving skills with a keen eye for detail.
• Familiarity with ITIL processes or ticketing systems (e.g., ServiceNow, Zendesk) is a plus.
• A relevant IT certification (e.g., CompTIA A+, Microsoft Fundamentals) is desirable but not required.

Personal Attributes:

• Patient and empathetic, with a passion for helping others.
• Team player with a willingness to learn and adapt.
• Comfortable working under pressure and handling a high volume of queries.

Working Conditions:

• Shift work may be required, including weekends or evenings, depending on business needs.
• Primarily office-based or remote, with appropriate equipment provided.

About Us

GSF Car Parts is one of the UK’s leading automotive parts distributors, supplying thousands of independent garages throughout the UK and Ireland with parts, tools, garage equipment and specialist training. The group has over 207 branches nationwide and a turnover exceeding £560 million. Built on the heritage and success of a dozen local brand identities acquired over several years, we have traded as one brand since November 2021. Our branch network is bolstered by centralised support and expertise from specialist departments in key areas such as procurement and supply chain, marketing and national accounts. The business also benefits from integrated IT systems, which include our industry leading catalogue system, Allicat, and access to the Group's national garage programme, Servicesure