Global IT Service Desk Analyst – 1st Contact Support

AHK Group Ltd; Knowsley; On-site; GBP 25,000 - 40,000; Full time

Benefits offered by this job

Pension

Life assurance

Employee assistance programme

Job summary

Alfred H Knight is seeking a Service Desk Support Analyst to join our Group IT Department in Prescot, Liverpool. You will be the first point of contact for colleagues worldwide, triaging and troubleshooting IT incidents and translating complex technical issues into user-friendly solutions.

You will configure and deploy equipment, support our bespoke systems with SQL queries, and contribute to knowledge base documentation while collaborating with a global team and on-call rota.

Qualifications

• Proven experience in a Service Desk or IT support environment.
• Interpersonal skills with clear communication.
• Ability to translate technical issues into user-friendly solutions.
• Analytical problem-solving abilities.
• Adaptability in a fast-paced environment.
• Strong writing for documentation.
• Team-oriented and collaborative mindset.
• Desirable: Live Chat support experience.
• Desirable: lab or pharma sector experience.
• Desirable: ITILv5 Foundation certification.

Responsibilities

• Incident management: triage, troubleshoot, and resolve IT tickets with SLAs.
• Global communication: assist end-users via phone, email, and live chat.
• Technical setup: configure and deploy PCs, laptops, mobile devices, and tablets.
• Application support: assist with bespoke systems; write formulas for LIMS and perform basic SQL queries.
• Documentation: document problems and solutions in the knowledge base.
• Security & rotas: participate in AV monitoring and on-call rota.

Skills

Proven Experience

Interpersonal Excellence

Relationship Management

Analytical Thinking

Adaptability

Documentation

Collaboration

Live Chat support

Education

University degree

ITILv5 Foundation

Tools

SQL

Job description

Alfred H Knight is seeking a Service Desk Support Analyst to join our Group IT Department in Prescot, Liverpool. You will be the first point of contact for colleagues worldwide, triaging and troubleshooting IT incidents and translating complex technical issues into user-friendly solutions.

You will configure and deploy equipment, support our bespoke systems with SQL queries, and contribute to knowledge base documentation while collaborating with a global team and on-call rota.