IT Service Desk Analyst

We’re looking for a confident, customer-focused Service Desk Analyst to join a growing technology company in Liverpool, providing first-line support to customers using their asset management software platform.

If you’re calm under pressure, genuinely enjoy solving people’s problems, and can explain a technical fix without making someone feel silly for asking, we want to hear from you.

What You’ll Be Doing

First-Line Support - Be the first point of contact for customers via phone and email when they hit an issue, responding promptly and professionally.

Troubleshooting - Investigate and resolve incidents relating to the platform, including asset status checks, inspection records, and system access, using SQL to dig into data issues where needed.

Ticket Management - Log, track, and prioritise tickets through to resolution, keeping customers updated and hitting SLAs.

Multitasking - Juggle a busy inbox and phone queue without dropping the ball, adapting quickly as priorities shift through the day.

Knowledge Sharing - Contribute to knowledge base articles so issues get resolved faster next time, for you and the wider team.

Who We’re Looking For

Minimum 1 year’s experience working on an IT service desk or technical support role

Comfortable using a ticket management system to log and track incidents - JIRA or similar is a bonus

Working knowledge of SQL to investigate and troubleshoot data issues

Strong customer service skills - calm, clear, and professional under pressure

Sharp attention to detail when logging requests and documenting fixes

Quick to adapt to new tools, systems, and ways of working

The, Nice To Have

Background in a SaaS or software support environment

Familiarity with asset management or inspection software, * IT service desk: 1 year (required)

• service desk ticketing exp: 1 year (required)

Pulled from the full job description

• Free parking
• Company pension
• Casual dress
• On-site parking, What’s In It For You: Package

£25,000 - £28,000

33 days holiday (including bank holidays)

Staff pension

Liverpool-based role, supportive team, real variety day to day.

This NOT remote/hybrid: You must live close to Liverpool

If you’d rather fix the problem than pass the buck, and you take pride in leaving every customer better off than when they called - apply now.

Pay: £24,420.00-£28,000.00 per year

Benefits:

• Casual dress
• Free parking
• On-site parking