First Line IT Service Desk Analyst - Chester

GSF Car Parts; Chester; Hybrid; GBP 20,000 - 26,000; Full time

Job summary

GSF Car Parts is seeking a 1st Line Service Desk Analyst to be the first point of contact for users needing IT support, handling requests via phone, email or ticketing system, and delivering friendly, solution-focused service.

You will troubleshoot basic hardware and software issues, document incidents, escalate complex problems, and follow ITIL-aligned processes while contributing to knowledge base and maintaining SLAs.

Qualifications

• Prior experience in customer service or IT support (preferred).
• Basic understanding of IT systems including Windows/Mac, MS Office, and networking concepts.
• Strong communication skills with a customer-focused attitude.
• Ability to multitask and manage time in a busy environment.
• Problem-solving with attention to detail.
• Familiarity with ITIL processes or ticketing systems is a plus.
• Relevant IT certifications are desirable but not required.

Responsibilities

• Respond to support requests via phone, email, or ticketing system promptly and professionally.
• Diagnose and resolve basic hardware, software, and network issues (password resets, printer connectivity, application access).
• Log incidents accurately in the IT service management system with detailed notes.
• Escalate unresolved issues to 2nd Line Support with clear handover notes.
• Guide users through troubleshooting steps and promote self-service options.
• Monitor open tickets and follow up to ensure timely resolution.
• Perform basic account administration following company procedures.
• Adhere to IT policies and SLAs.
• Contribute to knowledge base articles and support documentation.

Skills

Customer service

IT support

Windows/mac

Networking basics

Communication

ITIL familiarity

Ticketing systems

Problem solving

Tools

ServiceNow

Zendesk

Job description

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 #INDGSF