Hybrid IT Helpdesk Analyst - Service Desk

Ingram Micro, Inc.; Northwich; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

AXA Health Insurance

Dental Plan Options

Birthday day off

Employee Referral Bonus

Employee discounts and wellness perks

Modern offices with breakout spaces

Job summary

Ingram Micro Group in Northwich is seeking a Service Desk Analyst to be the first point of contact for IT support, handling incidents and service requests with a strong focus on customer service. You’ll work hybrid, with 3 days per week in our Northwich office and receive ongoing training from an experienced team.

You’ll help maintain service levels, resolve issues, and keep customers informed throughout the resolution process while developing your IT support career within a global organisation.

Qualifications

• Experience in a customer service or helpdesk role.
• Passion for technology and willingness to learn.
• Excellent written and verbal communication.
• Strong problem-solving and organisational skills.
• Ability to prioritise in a fast-paced environment.
• Team-focused and positive attitude.
• Experience using Microsoft Office applications.

Responsibilities

• Provide first-line IT support to customers via phone, email and ticketing systems.
• Log, categorise 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 during resolution.
• 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 experience

Strong communication

Problem-solving

Organisational skills

Multitasking

Team-focused

Tools

Microsoft Office

Job description

Ingram Micro Group in Northwich is seeking a Service Desk Analyst to be the first point of contact for IT support, handling incidents and service requests with a strong focus on customer service. You’ll work hybrid, with 3 days per week in our Northwich office and receive ongoing training from an experienced team.

You’ll help maintain service levels, resolve issues, and keep customers informed throughout the resolution process while developing your IT support career within a global organisation.