First-Line IT Service Desk Analyst - Fast-Paced Support

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

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.