IT Service Desk Analyst

About the role

Alfred H Knight is seeking a Service Desk Support Analyst to join its Group IT Department in Prescot, Liverpool. The role is the first point of contact for global colleagues, handling incident triage and providing user‑friendly solutions.

Key responsibilities

• Triaging, troubleshooting and resolving IT tickets within SLA.
• Providing support via phone, email and live chat to end‑users worldwide.
• Configuring and deploying PCs, laptops, mobile devices and tablets.
• Assisting with bespoke systems by writing LIMS formulas and performing basic SQL queries.
• Documenting repeat problems and solutions in the knowledge base.
• Participating in AV monitoring and joining the support rota, including early/late shifts and out‑of‑hours critical support.

Required profile

• Proven experience in a Service Desk or IT support environment.
• Exceptional communication and relationship‑management skills.
• Strong analytical and problem‑solving abilities.
• Ability to quickly absorb and retain information in a fast‑paced environment.
• Excellent written documentation skills.
• Team‑oriented mindset.

Required skills

• SQL (basic queries).
• ITIL v5 Foundation certification.

What we offer

• Competitive salary and benefits package including pension, life assurance and employee assistance programme.
• Commitment to diversity and inclusion with reasonable adjustments on interview process.