IT Service Desk Analyst

AHK Group Ltd; Knowsley; On-site; GBP 25,000 - 40,000; Full time

Benefits offered by this job

Pension

Life assurance

Employee assistance programme

Job summary

Alfred H Knight is seeking a Service Desk Support Analyst to join our Group IT Department in Prescot, Liverpool. You will be the first point of contact for colleagues worldwide, triaging and troubleshooting IT incidents and translating complex technical issues into user-friendly solutions.

You will configure and deploy equipment, support our bespoke systems with SQL queries, and contribute to knowledge base documentation while collaborating with a global team and on-call rota.

Qualifications

• Proven experience in a Service Desk or IT support environment.
• Interpersonal skills with clear communication.
• Ability to translate technical issues into user-friendly solutions.
• Analytical problem-solving abilities.
• Adaptability in a fast-paced environment.
• Strong writing for documentation.
• Team-oriented and collaborative mindset.
• Desirable: Live Chat support experience.
• Desirable: lab or pharma sector experience.
• Desirable: ITILv5 Foundation certification.

Responsibilities

• Incident management: triage, troubleshoot, and resolve IT tickets with SLAs.
• Global communication: assist end-users via phone, email, and live chat.
• Technical setup: configure and deploy PCs, laptops, mobile devices, and tablets.
• Application support: assist with bespoke systems; write formulas for LIMS and perform basic SQL queries.
• Documentation: document problems and solutions in the knowledge base.
• Security & rotas: participate in AV monitoring and on-call rota.

Skills

Proven Experience

Interpersonal Excellence

Relationship Management

Analytical Thinking

Adaptability

Documentation

Collaboration

Live Chat support

Education

University degree

ITILv5 Foundation

Tools

SQL

Job description

WHAT IS ON OFFER

Alfred H Knight has an exciting opportunity for a Service Desk Support Analyst to join our Group IT Department in Prescot, Liverpool You will be joining a high-performing Service Delivery team that is truly integral to the success and function of AHK’s global operations.

As the first point of contact for our colleagues worldwide, you will be responsible for the initial triage and troubleshooting of global IT incidents. We are looking for a customer-centric professional with proven Service Desk experience who can translate complex technical issues into user-friendly solutions.

KEY RESPONSIBILITIES

• Incident Management: Triage, troubleshoot, and resolve IT tickets following established processes, adhering to strict SLAs.
• Global Communication: Act as a key point of contact for end-users across the AHK Group, providing professional support via phone, email, and potentially live chat.
• Technical Setup: Configure and deploy business equipment, including PCs, laptops, mobile devices, and tablets.
• Application Support: Assist with the maintenance of our bespoke systems by writing formulas for LIMS software and performing basic SQL database queries.
• Documentation: Work closely with Technical Authors to ensure repeat problems and solutions are clearly documented in the knowledge base.
• Security & Rotas: Participate in active AV monitoring and join the scheduled support rota (including 1 in 5 early/late shifts and out-of-hours critical support).

ABOUT US

Alfred H Knight is a totally independent, family owned business spanning five generations. A global network of strategically placed offices and laboratories enable global trade by providing independent inspection, analysis and consultancy services to the metals and minerals, solid fuels and agriculture industries.

We have honed and carefully crafted our reputation. Delivering knowledge and professionalism in all aspects of weighing, sampling and analysis. We thrive by continuing to re-invest in our facilities, technology and people. Click here to find out more about AHK.

DO YOU HAVE WHAT IT TAKES?

To be successful at Alfred H Knight you will need to display the following: previous experience working in a Service Desk environment is essential. We are looking for someone who combines technical curiosity with exceptional relationship-management skills.

REQUIRED KNOWLEDGE AND WORK EXPERIENCE

Essential Knowledge & Competencies

• Proven Experience: A solid track record in a Service Desk or IT support environment.
• Interpersonal Excellence: Exceptional communication skills with a focus on active listening and the ability to ask the right questions.
• Relationship Management: Ability to build solid relationships and present ideas in user-friendly language to non-technical staff.
• Analytical Thinking: Proven problem-solving abilities and the capacity to research a wide range of computing issues as they arise.
• Adaptability: Ability to absorb and retain information quickly in a fast-paced, evolving environment.
• Documentation: Strong writing skills for clear, concise technical documentation.
• Collaboration: A team-oriented mindset, thriving in a collaborative and supportive environment.

Desirable Skills (The "Nice-to-Haves"):

• Experience: Previous experience in Live Chat support and/or a laboratory or pharma sector experience.
• Technical: SQL experience and ITILv5 Foundation certification.
• Education: A University degree in a relevant field.
• Languages: Spanish speaking is highly advantageous for supporting our global entities.

BENEFITS

We are offering an excellent opportunity with a salary and benefits package to match including pension, life assurance and an employee assistance programme.

If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

Alfred H Knight is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.