Job Description
IT Service Desk AnalystLocation: Bootle, Liverpool - Office basedJob type: Full time, PermanentHours: 37.5 hours per week, Monday-Friday (08:00-17:00)Ref: 2291Telent is 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 telephone-based, office-based role that involves logging IT / ICT related incidents and service requests, remotely diagnosing and troubleshooting issues, expanding technical knowledge, and handling of any onsite hardware work and direct customer interactions.At Telent, you'll be empowered to innovate and deliver effective solutions, working alongside technical experts who take pride in the impact they make. Join a high-performing team delivering complex, business-critical services that help keep the nation's infrastructure connected and protected.IT Service Desk Analyst - What you'll do:Provide end-to-end resolution of IT / ICT related incidents and service requestsDiagnose, resolve, or escalate technical and non-technical issues appropriatelyAct as the first point of contact for incidents, requests, and queries via telephone, email, B2B, and customer portalsLog and manage tickets accurately within the service management systemWork to strict SLA and KPI targetsMaintain strong customer relationships through clear communication and service deliveryLiaise proactively with suppliers and partner vendors to ensure timely resolutionsFollow escalation procedures where requiredProvide regular updates to customers and ensure commitments are fulfilledSchedule Field Engineers when necessaryOrder spare parts through internal systemsAttend relevant training sessionsIT Service Desk Analyst - Who you are: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.IT Service Desk Analyst - Key Requirements:Previous or current experience in a demanding Helpdesk, Service Desk, Public Sector, or Customer Service environmentConfident in handling inbound callsExperience of 1st Line IT troubleshooting and fault resolutionStrong interest in IT and problem-solvingComputer literate, with good working knowledge of Microsoft Word, Teams, Outlook, and ExcelComfortable working towards KPI's and performance targetsITIL awareness (desirable but not essential)Telent - What we offer:A career at Telent offers opportunities across sectors, technologies, and customers. As we grow, we rely on our committed teams to deliver high-quality services, and we support that commitment through continuous development and an inclusive culture.We foster an environment that respects and values difference, celebrates diverse ideas, and enables everyone to thrive.Benefits include:26 days' holiday plus public holidays, with the option to buy or sell leaveCompany matched pension schemeAccess to the Flexible Benefits portalFamily-friendly policiesOccupational health and wellbeing supportDiscounts on cinema, restaurants, and shopping through the Telent Reward schemeWe are passionate about creating a workplace where everyone feels they belong and are empowered to reach their full potential. Our people are at the heart of our business, and we strive to reflect the diverse communities we support.Our values are:Take ResponsibilityBe InclusiveBe Customer FocusedBe Collaborative#LI-Onsite#TJ-OnsiteTPBN1_UKTJ