Service Desk Analyst


Birkenhead & Liverpool

REFERENCE: 07/22/12
CLOSING DATE: 8/22/2022 12:00:00 AM

Job Purpose:

The role involves providing on-site and remote technical troubleshooting, high quality customer-focused support, training and mentoring, within a busy Service Desk environment.

The successful candidate will work confidently in a fast-paced environment, which requires a flexible approach. This role will suit someone with a positive outlook, can-do attitude and an enthusiasm for excellent customer service.

Key Duties and Responsibilities:

  • Provide technical support via the telephone and other contact methods to troubleshoot & support workstation, laptop, printer, mobile device, operating system, software & user education issues
  • Assist senior colleagues in the diagnosis & resolution of server & network faults
  • Perform administration tasks under guidance from senior colleagues.
  • Escalate problems / business continuity events as appropriate to 3rd parties, senior colleagues and management
  • Document recurring issues and system best practices
  • Perform regular system health checks to ensure continuous system operation
  • Pro-actively seek out & resolve issues by liaising & engaging with staff at all levels
  • Complete work in line with agreed targets / KPIs

Experience and Knowledge:

  • Proven experience working within a service desk
  • A sound technical grounding, including a good understanding of networking principles and Microsoft server and desktop environments
  • Excellent communication, diagnostic and troubleshooting skills
  • Reliability and a willingness to solve client demands
  • A keenness for new experiences, responsibility and accountability
  • Ability to establish a good working relationship with customers and fellow colleagues
  • Able to prioritise tasks whilst maintaining a clear customer focused approach

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.


  • Minimum 25 days’ holiday plus bank holidays
  • Hybrid working model (in relevant role)
  • 2 x Volunteering days to support charitable initiatives
  • Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
  • Medicash cash plan – claim back dental / physio / optical appointments
  • My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
  • Discounts and cash back on travel and shopping through Medicash extras
  • Life Assurance Scheme (4 x salary)
  • Pension scheme
  • Funded driving theory test (in relevant role)
  • Active network of Wellbeing Champions – providing mental health support
  • Training and development opportunities
  • Funded social events to connect with your colleagues
  • Dress for your day policy

Service Desk Analyst

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