Hybrid Service Desk Analyst — SLA‑Driven IT Support

ESG; Chorley; Hybrid; GBP 21,000 - 32,000; Full time

Job summary

ESG, a software and services company in Chorley, is seeking a Service Desk professional for a hybrid role. You will handle calls and emails, triage tickets, and ensure timely resolutions while maintaining strong customer relationships.

The role supports 37.5 hours per week in a full-time capacity, with initial in-office training. Flexibility is welcomed, and the team operates within ISO-aligned quality processes.

Qualifications

• Excellent interpersonal and team working capabilities.
• Strong written and verbal communication skills.
• Detail oriented with an analytical mindset.
• Self-motivated and able to contribute beyond job scope.
• Professional demeanour under pressure.

Responsibilities

• Log and respond to service desk calls and emails.
• Triage tickets, prioritise and assign to first/second line support.
• Monitor and escalate tickets to meet SLAs.
• Investigate incidents and provide detailed resolutions.
• Collaborate across ESG teams for timely resolutions.

Skills

Interpersonal skills

Teamwork

Communication

Detail orientation

Working under pressure

Professional image

Tools

SQL

ITIL

Job description

ESG, a software and services company in Chorley, is seeking a Service Desk professional for a hybrid role. You will handle calls and emails, triage tickets, and ensure timely resolutions while maintaining strong customer relationships.

The role supports 37.5 hours per week in a full-time capacity, with initial in-office training. Flexibility is welcomed, and the team operates within ISO-aligned quality processes.