Service Desk Analyst

Carpenters Group; Liverpool; Hybrid; GBP 25,000 - 38,000; Full time

Benefits offered by this job

Minimum 25 days holiday + bank

Holiday buy and sell scheme

Hybrid working model

Volunteer days

Matched Giving up to £250

Medicash cash plan

Medicash App access

Discounts on travel/shopping

Life Assurance (4x salary)

Pension scheme

Driving theory test funding

Wellbeing Champions network

Training and development

Social events

Dress for your day

Job summary

Carpenters group is seeking a Service Desk Analyst to be the first point of contact for IT queries across the organisation. You will log, diagnose and resolve incidents, provide timely support via phone, email and service management tools, and ensure minimal disruption for end users.

You will support networking, Microsoft server and desktop environments, escalate complex issues to 2nd/3rd line, perform regular health checks, and contribute to service improvements.

Qualifications

• Previous experience in a service desk or IT support role.
• Good understanding of networking principles and Microsoft server and desktop environments.
• Excellent diagnostic and troubleshooting skills.
• Experience using IT Service Management tools.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and attention to detail.
• Relevant CompTIA or MCP qualifications are desirable but not essential.

Responsibilities

• Provide first line support via phone, email and service management tools to internal users at all levels.
• Log, prioritise, and track all incidents and service requests through to resolution or escalation.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Escalate complex issues to 2nd / 3rd line teams while maintaining ownership and communication with the user.
• Assist senior colleagues in the diagnosis and resolution of server and network faults.
• Perform regular system health checks to ensure continuous system operation.
• Deliver excellent customer service, ensuring end users are kept informed throughout the support process.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
• Participate in regular team meetings and contribute to service improvement initiatives.

Skills

Service desk experience

Networking basics

MS Server/Desktop

Diagnostic skills

ITSM tools

Communication

Problem solving

Education

CompTIA or MCP desirable

Tools

ITSM tools

Job description

Job Purpose

The Service Desk Analyst acts as the first point of contact for all IT related queries and incidents across the organisation. The purpose of the role is to provide timely, effective, and customer centric technical support to end users, ensuring minimal disruption. By logging, diagnosing and resolving incidents.

Key Responsibilities

• Provide first line support via phone, email and service management tools to internal users at all levels,
• Log, prioritise, and track all incidents and service requests through to resolution or escalation,
• Troubleshoot and resolve hardware, software, and connectivity issues,
• Escalate complex issues to 2nd / 3rd line teams while maintaining ownership and communication with the user,
• Assist senior colleagues in the diagnosis and resolution of server and network faults,
• Perform regular system health checks to ensure continuous system operation,
• Deliver excellent customer service, ensuring end users are kept informed throughout the support process,
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs),
• Participate in regular team meetings and contribute to service improvement initiatives.

Experience & Knowledge

• Previous experience in a service desk or IT support role,
• Good understanding of networking principles and Microsoft server and desktop environments,
• Excellent diagnostic and troubleshooting skills,
• Experience using IT Service Management tools,
• Excellent communication and interpersonal skills,
• Strong problem-solving skills and attention to detail,
• Relevant CompTIA or MCP qualifications are desirable but not essential.

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

About us

We are one of the leading providers of insurance and legal services.

Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation.

We work in partnership with insurers, brokers and MGA's to deliver a variety of fully outsourced claims solutions. Our team has grown to approximately 1000 employees across offices in Liverpool, Birkenhead, Leeds, Haywards Heath and Glasgow.

Our team's insurance experience combined with our legal expertise gives us the size, scale and strength to successfully work in partnership with any insurer or broker. Our long-standing relationships are testament to the quality of our service.

Our culture is what defines us as an organisation and has been built around our 5 core values.

We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.

Benefits

• Minimum 25 days' holiday plus bank holidays
• Holiday buy and sell scheme
• Hybrid working model
• 2 x Volunteering days to support charitable initiatives
• Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
• Medicash cash plan - claim back dental / physio / optical appointments
• My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
• Discounts and cash back on travel and shopping through Medicash extras
• Life Assurance Scheme (4 x salary)
• Pension scheme
• Funded driving theory test (in relevant role)
• Active network of Wellbeing Champions - providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues
• Dress for your day policy