> Markdown version of [/jobs/ext/2951699-it-support-engineer-service-desk-analyst](https://www.wearedevelopers.com/jobs/ext/2951699-it-support-engineer-service-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# IT Support Engineer / Service Desk Analyst

- **Company:** AWD
- **Location:** Birkenhead, UK
- **Salary:** £33,227.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Databases, Document Management Systems, IBM Service Management Framework, Server Administration, User Environment Management, Information Technology
- **Published:** September 17, 2026
- **Apply:** https://www.totaljobs.com/job/support-desk-analyst/awd-online-job107991589

## About the Role

* ITIL Service Management Foundation accreditation or willingness to study

 * Knowledge and experience of working in an IT environment and IT incident management

 * Experience dealing with Windows-related incidents in a business environment

 * Knowledge of IT infrastructure, end-user IT services and the technology that underpins them

 * Ability to deliver excellent customer support through a Service Management Framework

 * Ability to collaborate across multiple functions when new processes or procedures are introduced

 * Able to undertake physical activity associated with moving IT equipment

 * Successful candidates must undergo a basic (or equivalent) criminal record check

## Description

This is an excellent opportunity for an IT Support Engineer / Service Desk Analyst to deliver hands-on technical support that keeps colleagues connected, productive and secure.

The IT Support Engineer / Service Desk Analyst will provide 1st/2nd line support, manage incidents and work queues, maintain accurate IT asset records and support smooth service transitions.

Working across hardware, software, infrastructure and local IT projects, the IT Support Engineer / Service Desk Analyst will collaborate with stakeholders, suppliers and colleagues while supporting other sites when required., Your duties as the IT Support Engineer / Service Desk Analyst include:

 * Incident and Request Management: Resolve local infrastructure incidents and assigned support requests, escalating appropriately and working to Incident Management, ISO20000 and service management processes

 * Technical Support: Diagnose and resolve issues affecting local systems, applications, infrastructure and end-user services

 * Asset and Documentation Control: Maintain accurate IT asset databases, technical documentation, problem records, change records and management information

 * Hardware and Software Administration: Install, configure and administer hardware and application software components

 * Stakeholder and Supplier Liaison: Work with stakeholders, software vendors, third parties and partners to support change and problem resolution

 * Projects and Service Transition: Provide technical advice for local IT projects and help new services transition effectively into business-as-usual support

 * Office and Cross-Site Support: Assist with IT equipment relocations and provide remote or on-site support to other offices, including regular travel that may require overnight stays


## Related Videos

- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases)
- [Your Kubernetes Node Is Not a Server: Rethinking the OS Layer](https://www.wearedevelopers.com/videos/100315-your-kubernetes-node-is-not-a-server-rethinking-the-os-layer)
- [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing)
- [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure)
- [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases)

## Related Articles

- [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)
- [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)
- [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)
- [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)