IT Service Desk Analyst: 1st Line Support (Remote/Onsite)

GSF Car Parts Limited; Chester; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

GSF Car Parts Limited in the United Kingdom is hiring a 1st Line Service Desk Analyst to be the first point of contact for internal and external customers needing IT support. You will resolve basic technical queries, guide users, and escalate complex issues to 2nd line teams, while maintaining high service standards.

You should have strong communication skills, a basic grasp of Windows/Mac, MS Office, and networking concepts, plus familiarity with ITIL or ticketing systems.

Qualifications

• Experience in customer service or IT support (preferred).
• Basic IT knowledge: Windows/Mac, MS Office, networking concepts.
• Strong communication and customer-focused attitude.
• Ability to multitask and manage time in a busy environment.
• Familiarity with ITIL processes or ticketing systems is a plus.
• Relevant IT certification desired but not required.

Responsibilities

• Respond to support requests via phone, email, or ticketing system promptly.
• Diagnose and resolve basic hardware, software, and network issues (password resets, printer issues, access).
• Log incidents accurately in the ITSM system with details.
• Escalate unresolved issues to 2nd line or other teams with clear handover notes.
• Provide step-by-step guidance to help users self-serve where possible.
• Monitor open tickets and ensure timely resolution and customer satisfaction.
• Perform basic account administration tasks per company protocols.
• Follow IT policies and SLAs; contribute to knowledge base.

Skills

Customer service

IT support

Windows

Mac

MS Office

Networking concepts

Communication skills

Multitask

Problem-solving

ITIL familiarity

Education

IT certification (e.g., CompTIA A+, Microsoft Fundamentals)

Tools

ServiceNow

Zendesk

Job description

GSF Car Parts Limited in the United Kingdom is hiring a 1st Line Service Desk Analyst to be the first point of contact for internal and external customers needing IT support. You will resolve basic technical queries, guide users, and escalate complex issues to 2nd line teams, while maintaining high service standards.

You should have strong communication skills, a basic grasp of Windows/Mac, MS Office, and networking concepts, plus familiarity with ITIL or ticketing systems.