IT Service Desk Analyst

Salary: £36,000 - 46,000 per year

Requirements

• We are looking for a customer-focused IT professional, or someone aspiring to become an IT Service Desk Analyst, with a strong interest in technology and troubleshooting.
• We require previous or current experience in a demanding Helpdesk, Service Desk, Public Sector, or Customer Service environment.
• We need confidence in handling inbound calls and speaking with customers over the telephone.
• We require experience in 1st line IT troubleshooting and fault resolution.
• We need strong computer literacy and good working knowledge of Microsoft Word, Teams, Outlook, and Excel.
• We expect comfort working towards KPIs and performance targets.
• ITIL awareness is desirable but not essential.
• We value experience or interest in critical IT infrastructure and hands-on tasks such as password resets, hardware setup, application installation, Azure environments, and software fault resolution.
• We are looking for someone who is willing to learn, grow, and complete ongoing training and development.
• We require strong communication skills and the ability to build positive customer relationships.

Responsibilities

• We provide end-to-end resolution of IT and ICT incidents and service requests.
• We diagnose, resolve, or escalate technical and non-technical issues appropriately.
• We act as the first point of contact for incidents, requests, and queries via telephone, email, B2B, and customer portals.
• We log and manage tickets accurately within the service management system.
• We work to strict SLA and KPI targets.
• We maintain strong customer relationships through clear communication and effective service delivery.
• We liaise proactively with suppliers and partner vendors to support timely resolutions.
• We follow escalation procedures where required.
• We provide regular updates to customers and ensure commitments are fulfilled.
• We schedule Field Engineers when necessary.
• We order spare parts through internal systems.
• We attend relevant training sessions and continue developing our technical knowledge.
• We handle onsite hardware work and direct customer interactions when required.

Technologies

• Azure
• Excel
• Hardware
• ICT
• Support
• ITIL
• Network
• Cloud

More

We are Telent, and we are looking for an IT Service Desk Analyst to join our Network Services team in Bootle, Liverpool, as part of our Managed Service Operations Delivery team. This is a full-time, permanent, office-based role working 37.5 hours per week, Monday to Friday, 08:00 to 17:00. You will be part of a high-performing team delivering complex, business-critical services that help keep the nations infrastructure connected and protected. We offer opportunities across sectors, technologies, and customers, supported by continuous development and an inclusive culture that values difference and diverse ideas. Our benefits include 26 days of holiday plus public holidays with the option to buy or sell leave, a company matched pension scheme, access to a flexible benefits portal, family-friendly policies, occupational health and wellbeing support, and discounts on cinema, restaurants, and shopping through our reward scheme. Our values are to take responsibility, be inclusive, be customer focused, and be collaborative.

last updated 20 week of 2026