Global IT Service Desk Analyst - First-Line Support

Alfred H Knight; Liverpool; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Pension

Life Assurance

Employee Assistance Programme

Job summary

Alfred H Knight in Prescot, Liverpool is seeking a Service Desk Support Analyst to join our Group IT Department. You will be the first point of contact for colleagues worldwide, triaging and troubleshooting IT incidents to restore service quickly.

You will translate complex technical issues into user-friendly solutions, working in a high-performing team that supports our global operations, including on-call shifts and rotas.

Qualifications

• Solid track record in a Service Desk or IT support environment.
• Excellent communication skills with active listening and ability to ask the right questions.
• Ability to build solid relationships and explain technical concepts to non-technical staff.
• Strong problem-solving abilities and ability to research a wide range of computing issues.
• Ability to absorb and retain information quickly in a fast-paced, evolving environment.
• Strong writing skills for clear, concise technical documentation.
• Team-oriented mindset, thriving in a collaborative environment.

Responsibilities

• Incident Management: Triage, troubleshoot, and resolve IT tickets following established processes and SLAs.
• Global Communication: Serve as a key contact for end-users via phone, email, and possibly live chat.
• Technical Setup: Configure and deploy PCs, laptops, mobiles, and tablets.
• Application Support: Assist with bespoke systems, write formulas for LIMS software, perform basic SQL queries.
• Documentation: Collaborate to document repeat problems and solutions in knowledge base.
• Security & Rotas: Join active AV monitoring and on-call/rota schedule, including out-of-hours support.

Skills

Proven Experience in Service Desk orIT

Interpersonal Excellence

Relationship Management

Analytical Thinking

Adaptability

Documentation

Collaboration

Education

University degree in a relevant field

Tools

SQL

ITIL v5 Foundation

Job description

Alfred H Knight in Prescot, Liverpool is seeking a Service Desk Support Analyst to join our Group IT Department. You will be the first point of contact for colleagues worldwide, triaging and troubleshooting IT incidents to restore service quickly.

You will translate complex technical issues into user-friendly solutions, working in a high-performing team that supports our global operations, including on-call shifts and rotas.