Service Desk Analyst - 1st Line

Torus Group; Liverpool; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading support services company in Liverpool is seeking a Service Desk Analyst to deliver high-quality IT support. You will be the first point of contact for resolving technical issues, handling incidents and service requests, and supporting the organization's IT systems. Excellent customer care skills and basic IT knowledge are essential. This role offers varied shifts, including the possibility of working from home one day a week.

Qualifications

• Experience in providing 1st line support to end users is desirable.
• Good organizational skills.
• Demonstrable patience, focus and empathy when liaising with customers.

Responsibilities

• Deliver high-quality, customer-focused ICT support to staff and managers.
• Serve as the first point of contact for ICT issues via phone, email, and portal.
• Troubleshoot hardware, software, and basic network issues.

Skills

Customer care skills

Organizational skills

Basic IT skills

Job description

Job Advert

Are you passionate about delivering exceptional IT support and being the go-to person for resolving technical issues? Join Torus
as a Service Desk Analyst and become the ‘Face of IT,’ providing first-line support to our internal teams.



In this dynamic and customer-facing role, you’ll be the first point of contact for technical assistance, handling incidents and
service requests with a proactive, solutions-focused approach. From troubleshooting IT hardware and software issues to maintaining
our IT systems and ensuring customer satisfaction, you’ll play a vital role in keeping our organisation running smoothly.



This role offers a varied rota, with shifts between 0800 – 1600hrs, 0900 – 1700hrs, and 1000 – 1800hrs.



You will also be required to work at one of our other sites (St Helens, Warrington, or Stonebridge) 1 day per week. WFH is also
available 1 day per week.



Additionally, there’s an optional out-of-hours rota for those who want to take their support skills to the next level.





What You’ll Be Doing:

* Deliver high-quality, customer-focused ICT support to staff and managers.
* Serve as the first point of contact for ICT issues via phone, email, and portal; log and triage all support tickets in the ITSM
system.
* Own and manage support tickets through to resolution, providing timely updates to users.
* Troubleshoot hardware, software, and basic network issues; escalate unresolved problems as needed.
* Perform daily system checks and report findings; maintain accurate asset records in the CMDB.
* Support ICT performance reporting, device provisioning, and onboarding for new starters.
* Liaise with external vendors for unresolved issues and ensure adherence to ITIL processes and IT policies.






What We’re Looking For:

* Excellent customer care skills and ability to build good relationships
* Demonstrable patience, focus and empathy when liaising with customers
* Good organisational skills
* Basic IT skills with a knowledge of computing trends
* Experience in providing 1st line support to end users is desirable






Interview Process:

* In-person interviews, consisting of a competency-based interview, will begin no sooner than the week beginning 18th August.






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
* 2x Completed references
* OH Health Questionnaire – Fit for Work
* DBS check (if required for role)
* Completion of all new starter documentation including signed T&C’s



Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.