Senior Service Desk Analyst

Ascent People Ltd; Liverpool; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Senior IT Service Desk Technician to join their team in Liverpool. This role offers the opportunity for career progression into a Service Desk Team Leader position. You will be responsible for providing first and second line support, handling IT requests, and ensuring excellent customer service. The ideal candidate will have over 5 years of experience in a similar role, with proficiency in ITSM software and Windows OS. Join a dynamic team that values innovation and proactive problem-solving, and enjoy a competitive salary package with benefits including pension and life assurance.

Benefits

Pension

Life Assurance

Employee Assistance Program

Qualifications

• 5+ years in a Service Desk or 1st/2nd line IT support role.
• Proficiency in ITSM software and Windows OS required.

Responsibilities

• Handle, log, and troubleshoot IT requests across the organization.
• Responsible for initial incident triage and resolution.

Skills

Service Desk Support

ITSM Software

Google Apps/O365

Windows OS (10/11)

Android/iOS Support

MDM Solutions

Active Directory

Citrix

VMWare

Cisco/Meraki Technologies

Customer Service

Communication Skills

Problem-Solving

UK Driving License

ITIL Certification

Job description

Senior IT Service Desk Technician - Liverpool

Career progression available into Service Desk Team Leader role.

Onsite.

Role Overview

Experienced, senior, first and second (1st and 2nd) line Service Desk and IT support analyst needed to handle, log and troubleshoot IT requests across the organization. Responsible for initial incident triage and resolution or escalation as needed.

Required Experience & Skills

1. 5+ years in a similar Service Desk or 1st/2nd line IT support role
2. Proficiency in ITSM software, Google Apps/O365, Windows OS (10/11)
3. Experience with Android/iOS, MDM solutions, Active Directory
4. Advantageous: Citrix, VMWare, Cisco/Meraki technologies
5. Methodical troubleshooting approach
6. Excellence in customer service
7. Strong communication and documentation skills
8. Self-motivated with innovative problem-solving abilities
9. Proactive mindset
10. Full UK driving license
11. ITIL certification (preferred)

Competitive salary package including pension, life assurance, and employee assistance program.

Please apply now.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting, Information Services, and IT System Training and Support