IT Service Desk Analyst

Latcom plc; Liverpool City Region; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading company in Liverpool is seeking an IT Service Desk Analyst to join their team. This role involves providing expert assistance with technical issues while ensuring timely resolution of support requests. Applicants should be enthusiastic about customer service and possess strong problem-solving skills. Full training will be provided, and applicants should be prepared for occasional on-call shifts.

Qualifications

• 6-12 months of experience as 1st line support in IT.
• Strong communication skills in spoken and written formats.
• Ability to manage multiple tasks and work collaboratively.

Responsibilities

• Troubleshooting hardware and software problems.
• Managing and maintaining support tickets.
• Documenting and logging support activities diligently.

Skills

Troubleshooting

Problem-Solving

Communication

Customer Service

Self-Management

Team Collaboration

Job description

IT Service Desk Analyst required to work office based, Monday to Friday in Liverpool. Shift hours are 8am to 4pm or 9am to 5pm. You will be expected to be on call, once on month.

You will be reporting directly to the IT Service Desk Lead. You will be joining the IT Service Desk Team based in Liverpool. where you will provide expert assistance in resolving technical issues.

Job responsibilities:

• Troubleshooting both hardware and software problems.
• managing and maintaining support tickets and ensuring timely and efficient resolution of support requests.
• Following processes to effectively troubleshoot or set up systems.
• Escalating complex issues to tier 2 support or management if required.
• Completing continuous improvement training as prescribed by your manager.
• You will collaborate closely with internal teams to ensure seamless IT operations.
• You will be required to meticulously document and log support activities and resolutions.
• You will place a strong emphasis on delivering high-quality customer service and support.

Skills required:

• Proven 6 months to 12 months as 1st line in IT.
• Enjoy working in a collaborative and team-orientated environment.
• Strong troubleshooting and problem-solving skills.
• Excellent communication abilities in both spoken and written mediums.
• Ability to self-manage and prioritise multiple tasks.
• Capability to work on a rotating shift schedule, including weekends (once a month) and bank holidays.
• A positive attitude toward customer-service and willingness to go the extra mile to assist.
• An interest in IT and related subjects and a passion for customer service.
• Full training will be given.

Please send in your CV if you have the above skills and you can get into Liverpool 5 days a week.