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# IT Service Desk Analyst

- **Company:** PTSG
- **Location:** Manchester, UK
- **Salary:** £34,589.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Collaborative Software, Issue Tracking Systems, Microsoft Office, Networking Basics, Office365, User Accounts
- **Published:** July 3, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5785943644

## About the Role

* 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.

## Description

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.


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