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# IT SERVICE DESK ANALYST

- **Company:** ALFRED H. KNIGHT INTERNATIONAL LTD
- **Location:** Prescot, United Kingdom
- **Contract:** Permanent contract
- **Skills:** Laboratory Information Management Systems, LiveChat, SQL Databases, Tablet Computers, Laptops
- **Published:** October 30, 2026
- **Apply:** https://www.totaljobs.com/job/it-support/alfred-h-knight-international-ltd-job108253481

## About the Role

To be successful at Alfred H Knight you will need to display the following: previous experience working in a Service Desk environment is essential. We are looking for someone who combines technical curiosity with exceptional relationship-management skills., * Proven Experience: A solid track record in a Service Desk or IT support environment.

 * Interpersonal Excellence: Exceptional communication skills with a focus on active listening and the ability to ask the right questions.
 * Relationship Management: Ability to build solid relationships and present ideas in user-friendly language to non-technical staff.
 * Analytical Thinking: Proven problem-solving abilities and the capacity to research a wide range of computing issues as they arise.
 * Adaptability: Ability to absorb and retain information quickly in a fast-paced, evolving environment.
 * Documentation: Strong writing skills for clear, concise technical documentation.
 * Collaboration: A team-oriented mindset, thriving in a collaborative and supportive environment.

Desirable Skills (The "Nice-to-Haves"):

 * Experience: Previous experience in Live Chat support and/or a laboratory or pharma sector experience.
 * Technical: SQL experience and ITILv5 Foundation certification.
 * Education: A University degree in a relevant field.
 * Languages: Spanish speaking is highly advantageous for supporting our global entities.

## Description

As the first point of contact for our colleagues worldwide, you will be responsible for the initial triage and troubleshooting of global IT incidents. We are looking for a customer-centric professional with proven Service Desk experience who can translate complex technical issues into user-friendly solutions., * Incident Management: Triage, troubleshoot, and resolve IT tickets following established processes, adhering to strict SLAs.

 * Global Communication: Act as a key point of contact for end-users across the AHK Group, providing professional support via phone, email, and potentially live chat.
 * Technical Setup: Configure and deploy business equipment, including PCs, laptops, mobile devices, and tablets.
 * Application Support: Assist with the maintenance of our bespoke systems by writing formulas for LIMS software and performing basic SQL database queries
 * Documentation: Work closely with Technical Authors to ensure repeat problems and solutions are clearly documented in the knowledge base.
 * Security & Rotas: Participate in active AV monitoring and join the scheduled support rota (including 1 in 5 early/late shifts and out-of-hours critical support).