IT Service Desk Analyst

IT Service Desk Analyst - Bootle, Liverpool (Office-based) - Full-time, Permanent (Monday-Friday, 37.5 hours per week)

Looking to build your career in IT? Whether you’ve gained hands-on experience in a Service Desk, Helpdesk, Customer Service environment, or recently completed an IT qualification and are ready for your first step into technical support, this could be the opportunity for you!

As an IT Service Desk Analyst, you’ll be part of a supportive team in Bootle, Liverpool, providing first-line IT support, troubleshooting technical issues, installing software remotely, and helping customers resolve a wide range of IT challenges. If you’re passionate about technology, enjoy problem-solving, and want to develop your skills in a fast-paced environment, we’d love to hear from you.

Join Telent’s Network Services team and play a key role in delivering IT support services for critical infrastructure customers. This is an opportunity to develop your technical skills within a supportive team environment, providing first-line support, troubleshooting technical issues, and delivering excellent customer service.

What you’ll do:

• Provide first-line support for IT/ICT incidents and service requests.
• Diagnose, resolve, or escalate technical and non-technical issues.
• Act as the first point of contact via telephone, email, customer portals, and service management systems.
• Log, update, and manage tickets accurately while working to agreed SLA and KPI targets.
• Build strong customer relationships through professional communication and regular updates.
• Coordinate with suppliers, vendors, and Field Engineers to support issue resolution.
• Support service delivery activities including spare parts ordering and scheduling activities.

Who you are:

You are customer-focused, enjoy problem-solving, and have a genuine interest in technology. Whether you already have Service Desk / Helpdesk experience or are looking to build your IT career, you will naturally be motivated to learn, thrive in a fast-paced environment, and are confident communicating with customers over the phone and through digital channels.

• Experience within a Helpdesk, Service Desk, Customer Service, or similar support environment.
• Confidence handling inbound customer calls and managing multiple priorities.
• Experience of 1st Line IT troubleshooting and fault resolution or similar.
• Strong interest in IT systems, technology, and problem-solving.
• Good working knowledge of Microsoft Office applications including Outlook, Teams, Word, and Excel.
• Comfortable working to performance measures, SLAs, and KPIs.
• ITIL awareness would be beneficial but is not essential.

Pulled from the full job description

• Employee discount
• Company pension, * 26 days holiday, plus public holidays, and the option to buy or sell days annually
• Company pension scheme
• A range of family friendly policies
• Occupational health support and wellbeing portal
• Discounts on Cinema, Restaurants and Shopping with the Telent Reward scheme.

We are guided by our values and behaviours:

• Be Inclusive
• Take Responsibility
• Collaborate
• Be Customer-focused

Join us and help deliver critical infrastructure projects that make a real difference.