Global IT Service Desk Analyst — Impactful Support

AHK Group; Liverpool; On-site; GBP 26,000 - 34,000; 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 the Group IT Department in Prescot, Liverpool. You will be the first point of contact for colleagues worldwide, triaging incidents and translating technical issues into user-friendly solutions.

You will work within a high-performing Service Delivery team, configuring equipment, supporting bespoke systems, and contributing to knowledge-base documentation. Strong communication and collaboration across global IT teams are essential.

Qualifications

• Proven experience working in a Service Desk or IT support environment.
• Excellent interpersonal and communication skills with active listening.
• Ability to translate technical issues into user-friendly language.

Responsibilities

• Incident Management: triage, troubleshoot, and resolve IT tickets per SLAs.
• Global Communication: support end-users via phone, email, and live chat.
• Technical Setup: configure and deploy PCs, laptops, and mobile devices.
• Application Support: assist with bespoke systems and SQL queries.
• Documentation: maintain knowledge base with clear write-ups.
• Security & Rotas: participate in AV monitoring and out-of-hours support.

Skills

Service Desk

Incident Management

Communication

Analytical Thinking

Documentation

Collaboration

Customer-focused

SQL

Education

University degree in a relevant field

ITIL v5 Foundation certification

Tools

LIMS software

Job description

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

You will work within a high-performing Service Delivery team, configuring equipment, supporting bespoke systems, and contributing to knowledge-base documentation. Strong communication and collaboration across global IT teams are essential.