IT Service Desk Analyst

PTSG Ltd is a market leader in specialist services to the construction and FM sectors, delivering safety, compliance, and maintenance solutions nationwide.

With a strong commitment to innovation, customer care, and operational excellence, we are expanding our IT Service Desk team to support our continued growth.

As Service Desk Analyst you will be the first point of contact for IT-related incidents and service requests across PTSG Ltd. This role is key to ensuring colleagues receive professional, efficient, and customer-focused IT support that enables them to work effectively.

This is a full time, permanent role, working 8am to 5pm Monday to Friday from our Middleton, Manchester office. (M24 1GQ)

What you will be doing:

• Act as the first line of support for IT queries, incidents, and requests via phone, email, and ticketing system.
• Log, prioritise, and categorise tickets accurately, ensuring SLA targets are met.
• Provide first-time fixes wherever possible, escalating to specialist internal departments when necessary.
• Troubleshoot and support hardware, software, networking, and user access issues.
• Administer user accounts, permissions, and security groups in accordance with company policies.
• Support Microsoft 365 applications, collaboration tools, and business-specific systems.
• Maintain accurate documentation of incidents, resolutions, and processes in the knowledge base.
• Assist with IT onboarding and offboarding for new starters and leavers.

• Previous experience in an IT service desk or technical support role.
• Knowledge of Microsoft Windows, Office 365, Active Directory, and basic networking.
• Familiarity with ITSM ticketing tools (e.g Freshservice or similar).
• Strong problem-solving skills and a logical approach to troubleshooting.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Ability to work under pressure and manage competing priorities.
• Working knowledge of ITIL best practices.

• 25 days holiday + bank holidays
• Company pension scheme (Salary sacrifice)
• Life assurance (3 x salary)
• Discounts on everyday shopping, fashion, tech, holidays, meals out, gyms & more
• Access to 24 online GP appointments
• On-site parking

PTSG Group is a leading provider of specialist services across the UK and Europe.

Through the acquisition of high-quality specialist businesses, PTSG has built a group of industry-leading companies delivering services across Access & Safety, Electrical Services, Building Access, Fire Solutions, and Water Treatment.

With over 3,300 specialists supporting 90,000+ customers across 200,000 buildings, delivering over 170 different services, we are committed to delivering safe, compliant, and high-quality services nationwide.

At PTSG, our aim is simple. To be a great place to work and a great company to do business with.

Armed Forces Covenant

PTSG Group is proud to support the Armed Forces community and has formally signed the UK Armed Forces Covenant.

We recognise the valuable skills and experience that service leavers, veterans, reservists, and military families bring to the workplace, including leadership, teamwork, resilience, and technical expertise.

As part of our commitment, we guarantee an interview to ex-Forces applicants who meet the minimum criteria for the role and are committed to supporting Armed Forces personnel in building long-term civilian careers across our business.

PTSG Group is an equal opportunities employer. We are committed to creating an inclusive and supportive workplace where everyone is treated fairly and with respect.