On‑Site Tech Service Desk Analyst (AV/IT Support)

Vertex I.T. Solutions Ltd; Manchester; On-site; GBP 28,000 - 38,000; Full time

Job summary

Vertex I.T. Solutions Ltd. in Manchester is seeking a Technical ServiceDesk Analyst to join our on-site team. You will provide first-line technical support for electronics/AV/IT equipment and deliver professional, calm service desk communication.

You will triage tickets, perform structured troubleshooting, document steps, and contribute to knowledge bases while collaborating with engineering and operations to improve service delivery.

Qualifications

• Experience in a ServiceDesk and technical support (electronics, AV, or IT).
• Excellent customer service experience.
• Ability to document issues and write guides clearly.

Responsibilities

• Act as a first point of contact for technical enquiries via service desk tools and deliver professional communication.
• Triage new tickets, assess severity, and categorise issues accurately.
• Provide structured troubleshooting of products, including configuration and installation.
• Resolve issues at first line where possible; escalate complex cases with clear notes.
• Maintain ticket hygiene with timely updates and clear closure summaries.
• Support knowledge base articles and product life cycle improvements.

Skills

Customer service

Troubleshooting

Communication

Ticketing systems

Technical documentation

Tools

Service desk software

Job description

Vertex I.T. Solutions Ltd. in Manchester is seeking a Technical ServiceDesk Analyst to join our on-site team. You will provide first-line technical support for electronics/AV/IT equipment and deliver professional, calm service desk communication.

You will triage tickets, perform structured troubleshooting, document steps, and contribute to knowledge bases while collaborating with engineering and operations to improve service delivery.