Service Desk Analyst

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

Working arrangements

This role is primarily based at our Liverpool office, with one day per week working from either our Warrington, St Helens or Stonebridge office locations. The Service Desk operates between 8:00am and 6:00pm, and you will work on a rotating shift pattern within these hours, with the opportunity to participate in an optional out-of-hours support rota.

What you'll be doing

• Provide second-line technical support for incidents and service requests escalated from the first-line team.
• Act as a subject matter expert for designated technology areas, providing specialist guidance and support.
• Own and manage support tickets through to resolution, ensuring timely updates and clear communication with customers.
• Troubleshoot and resolve issues relating to hardware, software applications, Microsoft technologies and basic networking.
• Escalate unresolved technical issues to third-line support teams and external suppliers where appropriate.
• Maintain accurate records within IT Service Management and Configuration Management systems.
• Deliver excellent customer service while adhering to ITIL principles, including incident, problem and change management.
• Support IT projects and service improvement initiatives as required.
• Assist with maintaining technical documentation, knowledge articles and user guides.
• Support and develop first-line colleagues through knowledge sharing, coaching and training.
• Liaise with third-party suppliers to manage incidents and monitor service level agreements.
• Contribute to IT performance reporting and ensure compliance with IT policies, Cyber Essentials and ISO 27001 requirements.

Degree-level education, a relevant IT qualification, or equivalent hands-on IT support experience.

Requirements

• Previous experience providing IT support to end users within a service desk, helpdesk or technical support environment.
• Knowledge and experience of technologies such as Windows 11, Microsoft 365, Active Directory and Microsoft Exchange.
• Understanding of basic networking principles and troubleshooting techniques.
• Experience managing incidents and resolving technical issues while maintaining excellent customer communication.
• Strong customer service skills with the ability to build positive relationships with internal and external stakeholders.
• Excellent problem-solving abilities with a logical and methodical approach to diagnosing faults.
• Strong organisational skills and the ability to prioritise a demanding workload effectively.
• A proactive approach, with the ability to learn new technologies and adapt to changing business needs.
• Experience creating technical documentation, guidance materials or delivering user training would be advantageous.
• Knowledge of technologies such as SharePoint, SQL, housing management systems, print management or virtual desktop environments would be beneficial.
• A collaborative, resilient and customer-focused approach, with a commitment to continuous improvement.

Interview process

Shortlisted candidates will be invited to attend a competency-based interview at our Liverpool office. Further details will be provided to successful applicants following shortlisting. Interviews will take place on Tuesday 29th September at our Liverpool City Office.

Additional Information

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification.
• Qualification certificate check (where applicable).
• Two satisfactory references.
• Occupational Health questionnaire.