Senior IT Service Desk Analyst – Second-Line Support

Torus Group; Liverpool; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Torus Group is seeking a skilled IT Service Desk professional to join our Liverpool team. The role operates primarily from the Liverpool office with one day per week at Warrington, St Helens or Stonebridge, and a rotating shift within 8:00am–6:00pm, with optional out-of-hours rota.

You will provide second-line support, act as SME for Microsoft technologies, manage incidents to resolution, and contribute to service improvement while maintaining ITIL best practices.

Qualifications

• Experience providing IT support to end users in a service desk or helpdesk environment.
• Knowledge of Windows 11, Microsoft 365, Active Directory and Exchange.
• Understanding of basic networking principles and troubleshooting.
• Experience managing incidents with clear customer communication.
• Strong customer service skills and stakeholder management.
• Able to diagnose faults with a methodical, logical approach.

Responsibilities

• Provide second-line IT support for incidents and service requests.
• Act as a SME for designated technology areas and provide guidance.
• Own and manage tickets through to resolution with timely updates.
• Troubleshoot hardware, software, Microsoft technologies and basic networking.
• Escalate unresolved issues to third-line and external suppliers as needed.
• Maintain ITSM and CMDB documentation and records.
• Deliver ITIL-aligned incident, problem and change management.
• Support IT projects and service improvement initiatives as needed.
• Create and maintain technical documentation and user guides.
• Coach and train first-line colleagues to share knowledge.

Skills

Windows 11

Microsoft 365

Active Directory

Networking basics

Customer service

Education

Degree-level education or equivalent IT qualification

Tools

SharePoint

SQL

Virtual Desktop Environments

Microsoft Exchange

Job description

Torus Group is seeking a skilled IT Service Desk professional to join our Liverpool team. The role operates primarily from the Liverpool office with one day per week at Warrington, St Helens or Stonebridge, and a rotating shift within 8:00am–6:00pm, with optional out-of-hours rota.

You will provide second-line support, act as SME for Microsoft technologies, manage incidents to resolution, and contribute to service improvement while maintaining ITIL best practices.