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# ICT Service Desk Analyst

- **Company:** Liberty Group
- **Location:** Liverpool, United Kingdom
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Business Software, Desktop Computing, Desktop Environments, Image Management, Issue Tracking Systems, Network Troubleshooting, Microsoft Office, Citrix Systems, CompTIA Strata - PC Hardware Technology Engineer, Data Logging, Office365, Peripherals, Laptops, User Administration, ManageEngine
- **Published:** November 6, 2026
- **Apply:** https://www.reed.co.uk/jobs/ict-service-desk-analyst/57537532

## About the Role

If you're passionate about technology, enjoy solving problems, and thrive in a fast-paced support environment, we'd love to hear from you., * Minimum 2 years' experience in a 1st Line Service Desk or IT Support role (Less is acceptable if engaged with the industry)

 * Driver's licence or willingness to learn to drive
 * Strong working knowledge of:
 + Microsoft 365
 + Windows 10
 + Active Directory
 + Apple and Android devices
 + Desktop and laptop hardware
 + Network troubleshooting
 * Experience working with service desk ticketing systems
 * Excellent fault-finding and problem-solving skills
 * Outstanding customer service and communication skills
 * Ability to prioritise workload and work independently
 * Full UK driving licence and access to a vehicle for business use
 * GCSE Maths and English (or equivalent)

Desirable

 * ITIL v3 or v4 Certification
 * Microsoft Certified Professional (MCP) or equivalent

What You'll Bring

We're looking for someone who is:

Customer-focused and approachable

Methodical and analytical when resolving technical issues

A confident communicator with strong attention to detail

Eager to learn and develop new technical skills

Adaptable, proactive and willing to go the extra mileWhy Liberty?, * Analytical Thinking

 * Communication Skills
 * Customer Service
 * ITIL
 * Microsoft Office
 * Microsoft Windows OS
 * Mobile Device Management
 * Networking Skills
 * Problem Solving
 * User Experience & Management

## Description

Reporting to the Technical Services Manager, you'll act as the first point of contact for colleagues requiring IT support, providing both remote and face-to-face assistance.

You'll be responsible for logging, managing and resolving incidents and service requests, ensuring excellent customer service and clear communication throughout the resolution process., * Act as the first point of contact for IT support via phone, email and face-to-face interactions

 * Log, categorise, prioritise and manage incidents through the IT Service Management system
 * Deliver first-line technical support across hardware, software and business applications
 * Escalate and manage incidents with 2nd and 3rd line support teams when required
 * Configure and support laptops, desktops, mobile devices and peripherals
 * Create user accounts, manage permissions and reset passwords through Active Directory
 * Support Microsoft 365 applications and Windows 10 environments
 * Configure and support Apple and Android devices
 * Deploy and configure laptops using ManageEngine and imaging tools
 * Support Citrix desktop environments both remotely and on-site
 * Maintain accurate asset records and equipment inventories
 * Produce user guides and provide training where appropriate
 * Provide support across multiple UK locations, both remotely and on-site