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# IT Service Desk Analyst

- **Company:** Telent
- **Location:** Liverpool, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Azure, Microsoft Outlook, Computer Literacy, Information Technology
- **Published:** May 17, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=a5a364425bb3267a

## About the Role

Do you have experience in Microsoft Word?, You are a customer-focused IT professional (or aspiring IT Service Desk Analyst) with a passion for IT technology and troubleshooting. You thrive in a fast-paced environment and enjoy resolving issues directly with customers.

You have an interest in or previous experience with critical IT infrastructure and hands-on tasks such as password resets, setting up hardware, installing applications, using Azure environments and resolving software faults. Communication is key in this role, so you must be confident when handling inbound calls and speaking with customers via telephone / telephony systems.

We provide ongoing training and development, so a willingness to learn and grow is essential., * Previous or current experience in a demanding Helpdesk, Service Desk, Public Sector, or Customer Service environment

 * Confident in handling inbound calls
 * Experience of 1st Line IT troubleshooting and fault resolution
 * Strong interest in IT and problem-solving
 * Computer literate, with good working knowledge of Microsoft Word, Teams, Outlook, and Excel
 * Comfortable working towards KPI's and performance targetsITIL awareness (desirable but not essential)
*

## Description

* Provide end-to-end resolution of IT / ICT related incidents and service requests
 * Diagnose, resolve, or escalate technical and non-technical issues appropriately
 * Act as the first point of contact for incidents, requests, and queries via telephone, email, B2B, and customer portals
 * Log and manage tickets accurately within the service management system
 * Work to strict SLA and KPI targets
 * Maintain strong customer relationships through clear communication and service delivery
 * Liaise proactively with suppliers and partner vendors to ensure timely resolutions
 * Follow escalation procedures where required
 * Provide regular updates to customers and ensure commitments are fulfilled
 * Schedule Field Engineers when necessary
 * Order spare parts through internal systems
 * Attend relevant training sessions


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