Service Desk Specialist: Fast IT Support & Resolution

James Fisher and Sons plc; Knutsford; On-site; GBP 28,000 - 36,000; Full time

Job summary

James Fisher and Sons plc is seeking a Service Desk Analyst to provide frontline IT support from Knutsford. You will resolve incidents, log and track tickets, and escalate complex issues while maintaining high customer service standards.

You will work within a collaborative IT and Service Management team, gaining exposure to Microsoft 365, endpoint management, identity and cloud technologies and contribute to continuous service improvements.

Qualifications

• Excellent communication skills, written and verbal.
• Strong customer-service mindset delivering a positive user experience.
• Experience in a Service Desk or IT Support environment.
• Strong troubleshooting and problem-solving skills.
• Experience with Incident Management processes and SLAs.
• Experience using service desk ticketing systems and maintaining records.
• Proactive ownership of issues through to resolution.
• Ability to collaborate with colleagues, technical teams and suppliers.
• Attention to detail and eagerness to learn.

Responsibilities

• Act as a key point of contact for IT issues and support queries across the business.
• Provide technical support across hardware, software, Microsoft 365 and end-user devices, resolving requests at first contact wherever possible.
• Log, prioritise and manage incidents accurately within the Service Desk system, ensuring appropriate SLA assignment.
• Take ownership of support tickets from initial contact through to resolution, keeping users updated throughout.
• Assess impact of incidents and escalate complex issues to internal technical teams or third-party suppliers as needed.
• Deliver high level customer service with a professional, service-oriented approach.
• Work within Incident Management processes, SLAs and wider Service Management practices.
• Maintain, update and use support documentation, SOPs, knowledge articles and IT asset information.
• Collaborate with internal teams and third-party vendors to resolve issues and meet service commitments.
• Contribute to continuous service improvement, identify recurring issues and opportunities to improve support experience.
• Support Service Desk reporting, knowledge sharing and wider improvement activities.

Skills

Excellent communication

Customer-service mindset

IT support experience

Troubleshooting

Incident management

SLA awareness

Collaboration

Ownership mindset

Attention to detail

Tools

Service desk ticketing systems

Job description

James Fisher and Sons plc is seeking a Service Desk Analyst to provide frontline IT support from Knutsford. You will resolve incidents, log and track tickets, and escalate complex issues while maintaining high customer service standards.

You will work within a collaborative IT and Service Management team, gaining exposure to Microsoft 365, endpoint management, identity and cloud technologies and contribute to continuous service improvements.