IT Support Analyst

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

Benefits offered by this job

Attractive Salary

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 seeks an IT Support Analyst for their Prescot office. You will provide 1st/2nd line support on-site and remotely, handling hardware, software, and network issues while supporting Microsoft 365, Exchange and Windows environments.

This full-time, permanent role offers training and clear career progression within a customer-focused IT team. The position is office-based with standard Monday–Friday hours and a 37.5-hour week.

Qualifications

• 1st/2nd line IT support experience
• Strong customer-service mindset and communication
• Experience with Microsoft 365, Exchange and Windows environments
• Good understanding of TCP/IP, DNS, DHCP and networking concepts
• Experience with ticketing systems and documenting incidents
• Able to explain technical issues to non-technical users clearly
• Self-motivated, able to prioritise workloads and work in a team

Responsibilities

• Provide 1st and 2nd line technical support to on-site and remote users
• Diagnose and resolve hardware, software, network and email issues
• Support Microsoft 365, Office 365, Exchange, Outlook, Windows and on-premise systems
• Manage incidents via the helpdesk system and escalate when needed
• Install, configure and maintain computers, printers, and peripherals
• Manage user accounts, permissions and access per security policies
• Keep support records up-to-date and communicate progress
• Assist IT projects, upgrades and deployments
• Deliver a professional, customer-focused service while prioritising tasks

Skills

Customer service

Troubleshooting

Active listening

Networking basics

Education

CompTIA A+/Network+ (certs)

ITIL (desirable)

Tools

Microsoft 365

Exchange/Outlook

Windows OS

IT helpdesk systems

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 Analyst

We 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 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.