ICT Service Desk Analyst

Liberty; West Kirby; On-site; GBP 24,000 - 32,000; Full time

Job summary

Liberty Group is seeking a customer-focused Service Desk Analyst to join our ICT team in Knowsley and deliver first-line IT support across the national business. You will log, triage and resolve incidents, providing remote and on-site assistance to colleagues.

You'll work with Microsoft 365, Windows 10, Active Directory and device configuration, ensuring excellent service and clear communication throughout resolutions.

Qualifications

• Minimum 2 years in a 1st Line Service Desk or IT Support role.
• Full UK driving licence or willingness to learn to drive.
• Strong working knowledge of Microsoft 365, Windows 10 and Active Directory.
• Experience with Apple and Android devices and desktop/laptop hardware.
• Experience with service desk ticketing systems.
• Excellent fault-finding and problem-solving skills.
• Outstanding customer service and communication skills.
• Ability to prioritise workload and work independently.

Responsibilities

• Act as first point of contact for IT support via phone, email and in-person.
• Log, categorise, prioritise and manage incidents in the ITSM system.
• Provide first-line technical support across hardware, software and business applications.
• Escalate to 2nd/3rd line support when required.
• Configure and support laptops, desktops, mobile devices and peripherals.
• Create user accounts and manage permissions in Active Directory.
• Support Microsoft 365 applications and Windows 10 environments.
• Configure and support Apple and Android devices.
• Deploy and configure laptops using imaging tools.
• Support Citrix desktop environments remotely and on-site.
• Maintain asset records and inventories.
• Produce user guides and provide training where appropriate.
• Provide support across multiple UK locations, both remotely and on-site.

Skills

Microsoft 365

Windows 10

Active Directory

Apple & Android devices

Desktop & laptop hardware

Network troubleshooting

Service desk ticketing system

Fault finding & problem solving

Customer service & communication

Driving licence

GCSE Maths & English

Education

GCSE Maths & English

Tools

ManageEngine imaging tools

Citrix environments

Job description

Service Desk Analyst

Knowsley, Merseyside

Competitive Salary

Full Time, Permanent

Join Liberty and Help Make Places Safe, Smart and Better

At Liberty, our business starts with people. We're looking for a talented and customer-focused Service Desk Analyst to join our ICT team in Knowsley and play a key role in delivering excellent technical support across our national business.

If you're passionate about technology, enjoy solving problems, and thrive in a fast-paced support environment, we'd love to hear from you.

The Role

Reporting to the Technical Services Manager, you'll act as the first point of contact for colleagues requiring IT support, providing both remote and face-to-face assistance.

You'll be responsible for logging, managing and resolving incidents and service requests, ensuring excellent customer service and clear communication throughout the resolution process.

Key Responsibilities

• Act as the first point of contact for IT support via phone, email and face-to-face interactions
• Log, categorizie, prioritise and manage incidents through the IT Service Management system
• Deliver first-line technical support across hardware, software and business applications
• Escalate and manage incidents with 2nd and 3rd line support teams when required
• Configure and support laptops, desktops, mobile devices and peripherals
• Create user accounts, manage permissions and reset passwords through Active Directory
• Support Microsoft 365 applications and Windows 10 environments
• Configure and support Apple and Android devices
• Deploy and configure laptops using ManageEngine and imaging tools
• Support Citrix desktop environments both remotely and on-site
• Maintain accurate asset records and equipment inventories
• Produce user guides and provide training where appropriate
• Provide support across multiple UK locations, both remotely and on-site

What We're Looking For

Essential

• Minimum 2 years' experience in a 1st Line Service Desk or IT Support role (Less is acceptable if engaged with the industry)
• Driver's licence or willingness to learn to drive
• Strong working knowledge of:
  • Microsoft 365
  • Windows 10
  • Active Directory
  • Apple and Android devices
  • Desktop and laptop hardware
  • Network troubleshooting
• Experience working with service desk ticketing systems
• Excellent fault-finding and problem-solving skills
• Outstanding customer service and communication skills
• Ability to prioritise workload and work independently
• Full UK driving licence and access to a vehicle for business use
• GCSE Maths and English (or equivalent)

Desirable

• ITIL v3 or v4 Certification
• Microsoft Certified Professional (MCP) or equivalent

What You'll Bring

We're looking for someone who is:

• Customer-focused and approachable
• Methodical and analytical when resolving technical issues
• A confident communicator with strong attention to detail
• Eager to learn and develop new technical skills
• Adaptable, proactive and willing to go the extra mile

Why Liberty?

At Liberty, we're committed to creating an inclusive and supportive workplace where everyone can thrive.

Our values guide everything we do:

• People Focused
• Always Accountable
• Simply Innovative
• Helpfully Smart

We invest in our people, support career development, and foster an environment where your ideas and contributions are valued.

Liberty is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.

We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at [e-mail]

Closing Date: 4th December 2026 (We may close earlier due to applicant rates)