IT Support Engineer / Service Desk Analyst (AWDO-P15157) in Birkenhead)

AWD online; Birkenhead; On-site; GBP 30,000 - 37,000; Full time

Benefits offered by this job

Pension

Holiday entitlement

Flexible hours

Bank holidays

Job summary

AWD Online seeks an IT Support Engineer / Service Desk Analyst to deliver hands‑on technical support that keeps colleagues connected, productive and secure. You’ll handle 1st/2nd line incidents, manage queues, and support service transitions across hardware, software and infrastructure.

Based in Birkenhead, this full‑time, office‑based role requires ITIL accreditation or willingness to study, experience with Windows incidents, and strong customer service within a Service Management Framework.

Qualifications

• ITIL Service Management Foundation accreditation or willingness to study.
• Experience in IT environment and incident management.
• Experience handling Windows-related incidents in a business environment.
• Knowledge of IT infrastructure and end-user services.
• Ability to deliver excellent customer support within a Service Management Framework.
• Willingness to collaborate across functions when new processes are introduced.
• Able to undertake physical activity associated with moving IT equipment.
• Background checks required.

Responsibilities

• Resolve local infrastructure incidents and handle support requests.
• Diagnose and resolve issues affecting local systems, applications, infrastructure and end-user services.
• Maintain accurate IT asset databases and documentation.
• Install, configure and administer hardware and software components.
• Liaise with stakeholders, vendors and partners on changes and problem resolution.
• Provide technical advice for local IT projects and service transitions.
• Support IT equipment relocations and provide on-site or remote assistance to other offices.

Skills

ITIL Foundation

Incident management

Windows support

Customer service

Team collaboration

Job description

IT Support Engineer / Service Desk Analyst

Join a supportive IT service environment where you’ll solve technical issues, keep colleagues productive and secure, manage IT assets and help new services transition smoothly into business-as-usual support.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, Helpdesk Analyst, Technical Support Engineer, Technical Support Analyst, IT Technician, Desktop Support Engineer, 1st Line Support Engineer, 2nd Line Support Engineer, IT Support Analyst, Infrastructure Support Technician

Benefits include a Civil Service Defined Benefit Pension with a 28.97% employer contribution, 28.5 days’ paid holiday plus UK public bank holidays and flexible working hours.

This job is officially known within the organisation as a Local Systems Administrator

SALARY: £33,227 per annum + Benefits

LOCATION: Birkenhead, Merseyside, North West England (100% office based)

JOB TYPE: Full-Time, Permanent

WORKING HOURS: Full-Time; flexible start, finish and break times to suit operational requirements and individual need;

JOB OVERVIEW

This is an excellent opportunity for an IT Support Engineer / Service Desk Analyst to deliver hands‑on technical support that keeps colleagues connected, productive and secure.

The IT Support Engineer / Service Desk Analyst will provide 1st/2nd line support, manage incidents and work queues, maintain accurate IT asset records and support smooth service transitions.

Working across hardware, software, infrastructure and local IT projects, the IT Support Engineer / Service Desk Analyst will collaborate with stakeholders, suppliers and colleagues while supporting other sites when required.

DUTIES

• Incident and Request Management: Resolve local infrastructure incidents and assigned support requests, escalating appropriately and working to Incident Management, ISO20000 and service management processes
• Technical Support: Diagnose and resolve issues affecting local systems, applications, infrastructure and end‑user services
• Asset and Documentation Control: Maintain accurate IT asset databases, technical documentation, problem records, change records and management information
• Hardware and Software Administration: Install, configure and administer hardware and application software components
• Stakeholder and Supplier Liaison: Work with stakeholders, software vendors, third parties and partners to support change and problem resolution
• Projects and Service Transition: Provide technical advice for local IT projects and help new services transition effectively into business-as-usual support
• Office and Cross‑Site Support: Assist with IT equipment relocations and provide remote or on‑site support to other offices, including regular travel that may require overnight stays

CANDIDATE REQUIREMENTS

• ITIL Service Management Foundation accreditation or willingness to study
• Knowledge and experience of working in an IT environment and IT incident management
• Experience dealing with Windows‑related incidents in a business environment
• Knowledge of IT infrastructure, end‑user IT services and the technology that underpins them
• Ability to deliver excellent customer support through a Service Management Framework
• Ability to collaborate across multiple functions when new processes or procedures are introduced
• Able to undertake physical activity associated with moving IT equipment
• Successful candidates must undergo a basic (or equivalent) criminal record check

BENEFITS

• Civil Service Defined Benefit Pension with a 28.97% employer contribution
• 28.5 days’ paid holiday plus UK public bank holidays
• Flexible working hours enabling variation of start, finish and break times subject to operational requirements and individual need
• Enhanced maternity, paternity and adoption leave
• Support with accreditation to professional bodies
• Learning and development opportunities
• Discounts at a wide range of high‑street and online retailers
• Up to three paid volunteering days
• Access to a sports and social club
• Two‑times death in service benefit

The post will require a Security (SC) Check and will therefore be subject to further background checks, including meeting the UK minimum residency requirement of 5 years.

JOB REF: AWDO-P15157