Service Desk Analyst


Birkenhead & Liverpool

REFERENCE: 11.21.12
CLOSING DATE: 1/31/2022 12:00:00 AM

About the role:

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 & 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 & Knowledge:

  • 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


  • Relevant CompTia or MCP qualifications are an advantage
  • Previous experience within a legal or insurance environment.

1st Line IT Support Technician

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