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Service Desk Analyst - 1st Line
Salary not available. View on company website.
Torus Group, Liverpool
- Remote working
- Full time
- Permanent
Posted today, 25 Jul
Job ref: 79c2e7b5784540f990b9b6caf83b7f39
Full Job Description
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.
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