Service Desk Analyst

Carpenters Group; Liverpool; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A UK-based legal and insurance services company is seeking a Service Desk Analyst to provide first line support for IT related queries and incidents. You will troubleshoot and resolve issues, ensuring minimal disruption to services. Ideal candidates will have experience in IT support and strong diagnostic skills. This position offers a hybrid working model and various benefits including holiday pay and training opportunities.

Benefits

Minimum 25 days’ holiday plus bank holidays

Hybrid working model

Training and development opportunities

Life Assurance Scheme (4 x salary)

Pension scheme

Qualifications

• Previous experience in a service desk or IT support role.
• Good understanding of networking principles.
• Excellent diagnostic and troubleshooting skills.

Responsibilities

• Provide first line support via phone, email and service management tools.
• Log, prioritise, and track all incidents and service requests.
• Troubleshoot and resolve hardware, software, and connectivity issues.

Skills

Customer service

Diagnostic skills

Problem solving

Interpersonal skills

Attention to detail

Education

CompTia or MCP qualifications

Tools

IT Service Management tools

Microsoft server environments

Microsoft desktop environments

Job description

Job Purpose

The Service Desk Analyst acts as the first point of contact for all IT related queries and incidents across the organisation. The purpose of the role is to provide timely, effective, and customer centric technical support to end users, ensuring minimal disruption. By logging, diagnosing and resolving incidents.

Key Responsibilities

• Provide first line support via phone, email and service management tools to internal users at all levels,
• Log, prioritise, and track all incidents and service requests through to resolution or escalation,
• Troubleshoot and resolve hardware, software, and connectivity issues,
• Escalate complex issues to 2nd / 3rd line teams while maintaining ownership and communication with the user,
• Assist senior colleagues in the diagnosis and resolution of server and network faults,
• Perform regular system health checks to ensure continuous system operation,
• Deliver excellent customer service, ensuring end users are kept informed throughout the support process,
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs),
• Participate in regular team meetings and contribute to service improvement initiatives.

Experience & Knowledge

• Previous experience in a service desk or IT support role,
• Good understanding of networking principles and Microsoft server and desktop environments,
• Excellent diagnostic and troubleshooting skills,
• Experience using IT Service Management tools,
• Excellent communication and interpersonal skills,
• Strong problem solving skills and attention to detail,
• Relevant CompTia or MCP qualifications are desirable but not essential.

Diversity & Inclusion

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

About Us

Here at Carpenters Group, we’ve been providing legal and insurance services across the UK for over 30 years. We’ve grown from a small law firm into a 1500 people strong team made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations. We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support. As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best. We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow. No matter what stage of your career, at Carpenters Group there is a place for you to achieve your

Benefits

• Minimum 25 days’ holiday plus bank holidays
• Hybrid working model (in relevant role)
• Holiday buy and sell
• 2 x Volunteering days to support charitable initiatives
• Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
• Medicash cash plan - claim back dental / physio / optical appointments
• My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
• Discounts and cash back on travel and shopping through Medicash extras
• Life Assurance Scheme (4 x salary)
• Pension scheme
• Travel Loan
• Funded driving theory test (in relevant role)
• Active network of Wellbeing Champions - providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues
• Dress for your day policy

Seniority Level

• Entry level

Employment Type

• Full-time

Job Function

• Information Technology