ICT Service Desk Analyst

Reporting to the Technical Services Manager, you'll act as the first point of contact for colleagues requiring IT support, providing both remote and face-to-face assistance.

You'll be responsible for logging, managing and resolving incidents and service requests, ensuring excellent customer service and clear communication throughout the resolution process.

Key Responsibilities

Act as the first point of contact for IT support via phone, email and face-to-face interactions

Log, categorise, prioritise and manage incidents through the IT Service Management system

Deliver first-line technical support across hardware, software and business applications

Escalate and manage incidents with 2nd and 3rd line support teams when required

Configure and support laptops, desktops, mobile devices and peripherals

Create user accounts, manage permissions and reset passwords through Active Directory

Support Microsoft 365 applications and Windows 10 environments

Configure and support Apple and Android devices

Deploy and configure laptops using ManageEngine and imaging tools

Support Citrix desktop environments both remotely and on-site

Maintain accurate asset records and equipment inventories

Produce user guides and provide training where appropriate

Provide support across multiple UK locations, both remotely and on-site

At Liberty, our business starts with people. We're looking for a talented and customer-focused Service Desk Analyst to join our ICT team in Knowsley and play a key role in delivering excellent technical support across our national business.

If you're passionate about technology, enjoy solving problems, and thrive in a fast-paced support environment, we'd love to hear from you., Essential

Minimum 2 years' experience in a 1st Line Service Desk or IT Support role (Less is acceptable if engaged with the industry)

Driver's licence or willingness to learn to drive

Strong working knowledge of:

Microsoft 365

Windows 10

Active Directory

Apple and Android devices

Desktop and laptop hardware

Network troubleshooting

Experience working with service desk ticketing systems

Excellent fault-finding and problem-solving skills

Outstanding customer service and communication skills

Ability to prioritise workload and work independently

Full UK driving licence and access to a vehicle for business use

GCSE Maths and English (or equivalent)

Desirable

ITIL v3 or v4 Certification

Microsoft Certified Professional (MCP) or equivalent

What You'll Bring

We're looking for someone who is:

? Customer-focused and approachable

? Methodical and analytical when resolving technical issues

? A confident communicator with strong attention to detail

? Eager to learn and develop new technical skills

? Adaptable, proactive and willing to go the extra mile