Service Desk Analyst

Ingram Micro, Inc.; Northwich; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

AXA Health Insurance

Dental Plan Options

Birthday day off

Employee Referral Bonus

Employee discounts and wellness perks

Modern offices with breakout spaces

Job summary

Ingram Micro Group in Northwich is seeking a Service Desk Analyst to be the first point of contact for IT support, handling incidents and service requests with a strong focus on customer service. You’ll work hybrid, with 3 days per week in our Northwich office and receive ongoing training from an experienced team.

You’ll help maintain service levels, resolve issues, and keep customers informed throughout the resolution process while developing your IT support career within a global organisation.

Qualifications

• Experience in a customer service or helpdesk role.
• Passion for technology and willingness to learn.
• Excellent written and verbal communication.
• Strong problem-solving and organisational skills.
• Ability to prioritise in a fast-paced environment.
• Team-focused and positive attitude.
• Experience using Microsoft Office applications.

Responsibilities

• Provide first-line IT support to customers via phone, email and ticketing systems.
• Log, categorise and manage incidents and service requests.
• Troubleshoot and resolve technical issues within your scope of knowledge.
• Escalate complex issues to specialist teams when required.
• Keep customers informed with regular updates during resolution.
• Collaborate with colleagues and third-party suppliers to resolve issues.
• Follow up on incidents to ensure a positive customer experience.
• Contribute ideas to improve service delivery and team performance.

Skills

Customer service experience

Strong communication

Problem-solving

Organisational skills

Multitasking

Team-focused

Tools

Microsoft Office

Job description

Service Desk Analyst

Location: Northwich (CW9 7UA)
Working Pattern: Hybrid, with 3 days per week in our Northwich office

Are you a tech-savvy individual with good communication skills, looking to build your career in IT support? Join our team as a Service Desk Analyst and become part of a global organisation that invests in its people. Whether you're looking to build on existing support experience or take your first step into IT, you'll benefit from ongoing training, career development opportunities and the support of an experienced team.

About the Role

As a Service Desk Analyst, you'll be the first point of contact for customers requiring IT support, ensuring incidents and service requests are managed efficiently while delivering a high standard of customer service. You'll work closely with colleagues across the support function to help maintain service levels and provide a positive customer experience.

What You'll Be Doing:

• Providing first-line support to customers via phone, email and ticketing systems.
• Logging, categorising and managing incidents and service requests.
• Troubleshooting and resolving technical issues within your scope of knowledge.
• Escalating more complex issues to specialist support teams when required.
• Keeping customers informed with regular updates throughout the resolution process.
• Working with colleagues and third-party suppliers to help resolve customer issues.
• Following up on incidents to ensure a positive customer experience.
• Contributing ideas and feedback to help improve service delivery and team performance.

What We're Looking For:

• Previous experience in a customer service, service desk, helpdesk or other customer-facing role.
• A passion for technology and a willingness to learn.
• Strong communication skills, both written and verbal.
• Good problem-solving and organisational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• A positive, team-focused approach to work.
• Experience using Microsoft Office applications.

What we offer:

• AXA Health Insurance and Dental Plan Options - available for you and your family through a salary sacrifice scheme
• Rising holiday allowance at Year 2 and Year 5
• Birthday day off
• Employee Referral Bonus - help us grow our team and get rewarded for introducing great talent.
• Employee discounts and wellness perks
• Modern offices with breakout spaces, free tea and coffee, and a private wellness room
• Development opportunities with clear career progression and training

We Are Ingram Micro Group

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Through Ingram Micro Xvantage™, our AI-powered digital platform, we offer what we believe to be the industry’s first business-to- consumer-like experience. We also provide a broad range of technology services, including financing, specialized marketing, and lifecycle management, as well as technical pre- and post- sales professional support. Learn more at www.ingrammicro.com.