IT Support Analyst

Als; Knowsley; On-site; GBP 25,000 - 35,000; 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 a customer-focused IT Support Analyst to provide hands-on 1st and 2nd line support within a client-side IT environment. This office-based role in Prescot offers training and career progression, with Monday–Friday, 37.5 hours, and a closing date of 15 September 2026.

You will diagnose and resolve issues across Microsoft 365, Exchange, Outlook and Windows, manage incidents through the helpdesk, and contribute to IT projects and improvements while delivering high-quality service to

Qualifications

• 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 basics (TCP/IP, DNS, DHCP).
• Experience using ticketing or service desk systems.
• Excellent communication skills and ability to explain technical issues clearly to non-technical users.
• Desirable: Active Directory, Azure/Microsoft Entra ID, Intune, VPNs or endpoint security; ITIL/Certs a plus.

Responsibilities

• Provide 1st and 2nd line IT support to users on-site and remotely.
• Diagnose and resolve hardware, software, network, email and connectivity issues.
• Support Microsoft 365, Office 365, Exchange, Outlook and Windows environments.
• Manage incidents and service requests through the helpdesk system.
• Install, configure and maintain computers, laptops, printers and peripherals.
• Assist IT projects, upgrades, deployments and continuous improvement initiatives.
• Deliver a professional, customer-focused service while managing competing priorities.

Skills

IT Support

Troubleshooting

Customer Service

Education

CompTIA

Microsoft Certifications

ITIL

Tools

Microsoft 365

Exchange

Windows

Office 365

Job description

At ALS, we encourage you to dream big.When you join us, you’ll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future.IT Support AnalystWe are looking for a customer-focused IT Support Analyst to provide hands-on 1st and 2nd line support within a client-side IT environment. This office-based role offers the opportunity to work across Microsoft 365, cloud technologies, networking and on-premise systems, with excellent training and career progression opportunities.About the Role:Location: Prescot. Office based role.Shift/Hours: Monday to Friday, 37.5 hours per weekContract: Full Time & PermanentClosing Date: Tuesday 15th September 2026The Day to DayProvide 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 EssentialsProven 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 SalaryPrivate HealthcareDiscretionary annual bonusLife Assurance25 days holiday plus bank holidays6% employer pensionFree parkingFully subsidised staff canteenWorking at ALSThe 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 MattersALS 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.EligibilityTo 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.How to applyPlease apply on-line and provide a resume & cover letter that best demonstrate your motivation and ability to meet the requirements of this role.