Service Desk Analyst

Service Desk Analyst – Lyra Technology Group

Lyra Technology Group is seeking a Service Desk Analyst. You will be a key member of our IT Support Team, responsible for delivering first and second-line support across a broad spectrum of IT systems and services. Your goal will be to drive exceptional customer experiences by resolving incidents, fulfilling service requests, and supporting the wider IT operations through remote and onsite engagement.

About Lyra…

Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

About CMS Group…

CMS Group is a well-established, fast-paced Managed Service Provider (MSP) delivering high-quality IT support to a diverse client base across multiple industries worldwide. Our dynamic environment values proactive support, technical expertise, and an unwavering commitment to excellent customer service.

Your work as a Service Desk Analyst will include the following duties:

1. Provide 1st and 2nd line support via telephone, email, and the CMS Service Desk platform.
2. Troubleshoot and resolve a wide range of IT issues, from password resets to complex technical problems.
3. Ensure prompt, courteous, and effective customer service, maintaining high levels of satisfaction.
4. Meet or exceed contractual SLAs and KPIs across all client accounts.
5. Utilize CMS tools and platforms, including:
1. RMM for automation and script deployments.
2. ConnectWise Control for remote support.
3. PassPortal for password management and documentation.
6. Escalate issues to the Senior Service Desk Team when necessary.
7. Provide onsite support as directed by the Service Desk Manager or Seniors.
8. Keep documentation up to date within PassPortal.
9. Adhere to internal processes and contribute to continuous service improvement.

Our ideal Service Desk Analyst has the following qualifications:

1. Previous experience in a similar IT support or service desk role.
2. Strong technical troubleshooting and communication skills.
3. Ability to work effectively under pressure and in a team-oriented environment.
4. Proactive approach to learning and continuous improvement.
5. A full, clean UK driving license is essential (for site and field support).
6. Flexibility to work within a rotating shift schedule, including overnight and weekend coverage.

The targeted base compensation for this role is 29,073 Pounds, plus an increase in salary on the weekend every month. The location of this role is in Ribchester, UK (Manor Court, Unit 6, Ribchester PR3 3XR, United Kingdom).

If you match the qualifications, we would love to review your application!