Service Desk 1st Line IT Analyst

We are excited to offer a fantastic opportunity for a Permanent IT Analyst (Service Desk 1st Line) based onsite in Liverpool with the opportunity of hybrid working.

HOURS OF WORK: 37.5 Hours, Monday to Friday

Join our vibrant, inclusive community in IT support functions to Amey internal staff and external partners. The IT Service Desk are responsible for providing 1st and 2nd line, providing technical advice and support in relation to all Group IT deployed hardware and software. Logging incidents and requests on behalf of our customers and ensuring compliance with the departments policies and processes.

The Service Desk also liaise with our technical resolver groups to ensure the timely resolution of incidents and requests which cannot be fixed at the first point of contact, ensuring that our strict Service Level Agreements are met.

Service Desk are the face of IT, and we rely on them to provide outstanding customer service in all aspects of their work.

What you will do:

• Help build on our image as the friendly and approachable face of IT.
• Provide outstanding customer service
• Provide advice and assistance to our customers, partners, and suppliers
• Act as the primary point of contact for all incidents and requests
• Ensure detailed and accurate information is captured at the first point of contact.
• Provide initial troubleshooting and diagnostics capabilities
• Maintain our strong first-time fix rates.
• Ensure incidents/requests are assigned to the correct technical resolver groups.
• Prioritise and categorise incidents in line with our existing processes.
• Assist in the handling and management of Major Incidents and outages
• Identify incident trends.
• Contribute to our ethos of continuous service improvement
• Promote a strong working relationship between the Service Desk, our technical resolver groups, partners, and suppliers

• Previous experience working in a busy IT Service Desk environment.
• Demonstrable experience of delivering outstanding customer service under pressure.
• Desire to learn about Operational Security and how to handle initial investigations and corrective actions.
• A basic understanding of PC hardware
• Experience of remote assistance tools, including Microsoft Remote Assistance, RDP and LogMeIn.
• Experience of supporting a Windows 10 / 11 desktop environment.
• Experience of providing support in a Citrix thin client environment.
• Basic networking principle (TCP/IP, DNS, WINS, DHCP).
• A good working knowledge of the Microsoft Office Suite (2016, O365).
• A good understanding of Active Directory (On Prem and Azure).
• ITIL v4/5 Foundation level qualification would be desirable
• Vendor qualifications (Microsoft, CISCO, Citrix) would be desirable

Pulled from the full job description

• Employee discount
• Company pension
• Cycle to work scheme
• Discounted gym membership, * Remuneration - Enjoy a competitive annual salary with the potential for yearly reviews to ensure you’re rewarded for your contributions
• Career Growth: Shine in your career with advancement.
• Training Opportunities: Unlock your potential with comprehensive training, including fully funded leadership programs tailored to your personal growth.
• Holidays - Enjoy at least 24 days of holiday plus bank holidays, and the opportunity to buy further days.
• Pension - Generous pension scheme, with extra contributions from Amey
• Flexible benefits - Customise your benefits with options such as insurance benefits, Cycle2Work scheme and access to discounted gym membership.
• Exclusive Discounts - Access our online portal filled with discounts from leading retailers, healthcare services, and more, helping you save on the things that matter.
• Give Back to community - Two Social Impact Days each year, for volunteering and fundraising opportunities
• Family friendly policies for new parents or if you provide care for a dependant
• Membership of our Affinity Networks who connect, support and inspire diverse communities within Amey

At Amey, we work on long-term stable contracts so you can plan a long-term career with us. We have been awarded Platinum status by Investors in People which underscores our commitment to supporting our people across every part of our organisation, enabling them to shine. Whether you are starting your career, returning to the workplace or can bring your professional expertise and skills, there is a place for you here., About Amey

We are a leading provider of full life-cycle engineering, operations, and decarbonisation solutions, for transport infrastructure and complex facilities.

Our purpose is to deliver sustainable infrastructure solutions that enhance life and protect our shared future.

Every day our teams across the UK and internationally do truly important work shaping some of the most complex environments that impact generations to come.