Global IT Service Desk Specialist

AHK Group Ltd; Liverpool; On-site; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Pension

Life Assurance

Employee assistance programme

Job summary

Alfred H Knight is hiring a Service Desk Support Analyst to join the Group IT Department in Prescot, Liverpool. You will triage and resolve IT incidents, support end-users worldwide, and configure devices while maintaining clear documentation.

Strong service desk experience and excellent communication are essential. The role includes on-call shifts and collaboration with technical teams to support global operations.

Qualifications

• Proven experience in a Service Desk or IT support environment.
• Strong communication and active listening to translate technical issues for users.
• Ability to write clear technical documentation and retain information.
• Collaborative mindset and relation-building with non-technical staff.
• Analytical problem-solving across a range of computing issues.
• Adaptability in a fast-paced, evolving environment.
• Experience in live chat support and/or laboratory/pharma sectors (desirable).
• SQL experience and ITILv5 Foundation certification (desirable).
• University degree in a relevant field (desirable).
• Spanish language skills are advantageous for global support.

Responsibilities

• Incident triage, troubleshooting, and resolution of IT tickets per SLA.
• Act as primary contact for end-users via phone, email, and possibly live chat.
• Configure and deploy PCs, laptops, mobile devices and tablets.
• Assist with bespoke systems by writing formulas for LIMS and basic SQL queries.
• Document issues and solutions in knowledge base with Technical Authors.
• Participate in AV monitoring and support rota, including after-hours shifts.

Skills

Service desk exp

Customer focus

Troubleshooting

Documentation

Team collaboration

Analytical thinking

Active listening

SQL experience

ITILv5 Foundation

Spanish language

Education

University degree in a relevant field

Tools

SQL

ITILv5 Foundation

Job description

Alfred H Knight is hiring a Service Desk Support Analyst to join the Group IT Department in Prescot, Liverpool. You will triage and resolve IT incidents, support end-users worldwide, and configure devices while maintaining clear documentation.

Strong service desk experience and excellent communication are essential. The role includes on-call shifts and collaboration with technical teams to support global operations.