IT Support Analyst

alsglobal; Knowsley; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Private Healthcare

Discretionary annual bonus

Life Assurance

25 days holiday plus bank holidays

6% employer pension

Free parking

Fully subsidised staff canteen

Job summary

ALS is seeking an IT Support Analyst to join our Prescot office. This on-site role provides 1st/2nd line support for staff, handling hardware, software, networking and email issues across Microsoft 365 and Windows environments.

You will manage incidents via the helpdesk, configure IT equipment, and support projects while delivering a professional, customer-focused service in a busy environment.

Qualifications

• Proven experience in 1st/2nd line IT support, service desk or helpdesk.
• Strong troubleshooting and customer-service skills.
• Experience with Microsoft 365, Exchange, Outlook and Windows environments.
• Knowledge of TCP/IP, DNS, DHCP and on-premise systems.
• Familiarity with ticketing systems.
• Excellent communication, able to explain technical issues to non-technical users.
• Able to work independently and in a team.
• Desirable certifications: CompTIA, Microsoft or ITIL.

Responsibilities

• Provide 1st and 2nd line IT support on-site and remotely.
• Diagnose and resolve hardware, software, network, email and connectivity issues.
• Support Microsoft 365, Exchange, Outlook and Windows environments.
• Manage incidents and service requests via the helpdesk system.
• Install, configure and maintain computers, printers and IT equipment.
• Manage user accounts and access per company security policies.
• Maintain support records and communicate progress.
• Support IT projects and continuous improvement initiatives.
• Deliver a professional, customer-focused service while prioritising tasks.

Skills

1st/2nd Line IT Support

Troubleshooting

Customer-service

Communication

Independent working

Team collaboration

Education

IT certifications (CompTIA/Microsoft/ITIL)

Tools

Microsoft 365

Exchange

Outlook

Windows environments

Active Directory

Group Policy

Azure Entra ID

Intune

VPNs

Endpoint security

Job description

IT Support Analyst

Location: Prescot. Office based role.

Shift/Hours: Monday to Friday, 37.5 hours per week

Contract: Full Time & Permanent

Closing Date: Tuesday 15th September 2026

The Day to Day

• Provide 1st and 2nd line technical support to users on-site and remotely.
• Diagnose and resolve hardware, software, network, email and connectivity issues.
• Support Microsoft 365, Office 365, Exchange, Outlook, Windows and on-premise systems.
• Manage incidents and service requests through the helpdesk system, escalating complex issues where required.
• Install, configure and maintain computers, laptops, printers, peripherals and other IT equipment.
• Manage user accounts, permissions and access in line with company policies and security requirements.
• Maintain accurate support records and keep users informed throughout the resolution process.
• Support IT projects, upgrades, deployments and continuous improvement initiatives.
• Deliver a professional, customer-focused service while managing competing priorities effectively.

The Essentials

• Proven experience in a 1st or 2nd Line IT Support, Service Desk or Helpdesk role.
• Strong troubleshooting, problem-solving and customer-service skills.
• Experience supporting Microsoft 365, Exchange, Outlook and Windows environments.
• Good understanding of hardware, on-premise systems and networking principles, including TCP/IP, DNS and DHCP.
• Experience using ticketing or service desk systems.
• Excellent communication skills, with the ability to explain technical issues clearly to non-technical users.
• Able to work independently, prioritise workloads and contribute effectively within a team.
• Proactive, organised, methodical and keen to develop a career in IT support.
• Experience with Active Directory, Group Policy, Azure/Microsoft Entra ID, Intune, VPNs or endpoint security would be advantageous.
• Relevant qualifications such as CompTIA, Microsoft certifications or ITIL would be desirable.

Our Benefits Include:

• Attractive Salary
• Private Healthcare
• Discretionary annual bonus
• Life Assurance
• 25 days holiday plus bank holidays
• 6% employer pension
• Free parking
• Fully subsidised staff canteen

Working at ALS

The ALS team is a diverse and dedicated community united by our passion to make a difference in the world.

Our values are important to us, and shape how we work, how we treat each other and how we recognise excellence.

At ALS, you'll be supported to develop new skills and reach your full potential. We invest in our people with programs and opportunities that help you build a diverse career with us.

We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and our communities.

Everyone Matters

ALS is proud to be an equal opportunity employer and is committed to fostering an inclusive work environment where the strengths and perspectives of each employee are both recognised and valued.

ALS also welcomes applications from people with all levels of ability. Reasonable adjustments to support candidates throughout the recruitment process are available upon request.

Eligibility

To be eligible to work at ALS you must be a Citizen or Permanent Resident of the country you are applying for, or either hold or be able to obtain, a valid working visa.