Hybrid IT Helpdesk Analyst - First Line Support

Comms-Care UK; Northwich; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Health Insurance (AXA)

Dental Plan Options

Birthday day off

Employee Referral Bonus

Wellness perks

Job summary

Ingram Micro is seeking a Service Desk Analyst in Northwich (CW9 7UA) with a hybrid pattern requiring 3 days per week at the Northwich office. You will be the first point of contact for IT support, ensuring incidents and service requests are managed efficiently while delivering high-quality customer service.

You'll log, triage, troubleshoot issues, and escalate to specialist teams when needed, working with colleagues and third-party suppliers to resolve problems and maintain service levels.

Qualifications

• Experience in a customer-facing role in service desk or helpdesk.
• Strong communication skills, both written and verbal.
• Willingness to learn and a passion for technology.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience using Microsoft Office applications.

Responsibilities

• Provide first-line IT support to customers via phone, email and ticketing systems.
• Log, categorize and manage incidents and service requests.
• Troubleshoot and resolve technical issues within your scope of knowledge.
• Escalate complex issues to specialist teams when required.
• Keep customers informed with regular updates throughout the resolution process.
• Collaborate with colleagues and third-party suppliers to resolve issues.
• Follow up on incidents to ensure a positive customer experience.
• Contribute ideas to improve service delivery and team performance.

Skills

Customer service

Service desk experience

Communication skills

Problem solving

Organisation

Teamwork

Microsoft Office

Tools

Microsoft Office

Job description

Ingram Micro is seeking a Service Desk Analyst in Northwich (CW9 7UA) with a hybrid pattern requiring 3 days per week at the Northwich office. You will be the first point of contact for IT support, ensuring incidents and service requests are managed efficiently while delivering high-quality customer service.

You'll log, triage, troubleshoot issues, and escalate to specialist teams when needed, working with colleagues and third-party suppliers to resolve problems and maintain service levels.