Service Desk Analyst – Knutsford
Full‑time, Permanent.
About the Role
We are looking for a Service Desk Analyst to support James Fisher and its Group Companies. The primary objective is to act as first point of contact for internal customers, troubleshooting, diagnosing and resolving problems or escalating to second line support.
On a daily basis, the analyst will maintain ownership of faults, provide timely updates to internal customers, and ensure faults are prioritized correctly to meet service level agreements.
What You'll Be Doing
* Act as the first point of contact for IT issues and queries, delivering high‑quality customer service.
* Provide 1st Line Support, resolving most IT requests (hardware/software) at first contact.
* Log and manage incidents via GBS service desk software with accuracy and attention to detail.
* Assess business impact, assign appropriate SLAs, and expedite escalation when needed.
* Own user issues from start to resolution, ensuring timely updates and clear communication.
* Follow Incident Management procedures and maintain documentation and asset records.
* Liaise with third‑party suppliers to resolve issues and ensure SLA compliance.
* Contribute to weekly service desk reporting and maintain support documentation/SOPs.
* Be flexible to support out‑of‑hours work when required.
What We're Looking For
* Excellent communication skills (verbal & written).
* Excellent customer service skills.
* Good technical foundation in a first/second‑line service desk role.
* Ability to troubleshoot, diagnose, and resolve IT‑related issues.
* Experience with Incident Management and SLAs.
* Proficiency in using service desk software and maintaining accurate records.
* Ability to work effectively with third‑party suppliers.
* Strong problem‑solving skills and attention to detail.
Benefits
* Competitive benefits tailored to the division.
* Opportunities for career growth and visibility across the organisation.
* A supportive, inclusive culture that values your ideas and contributions.
* Work that truly makes a difference in safety, innovation, and global capability.
Equal Opportunity
At James Fisher and Sons, we are committed to taking positive action on diversity and strongly encourage applications from candidates of all backgrounds. We are proud to be a Disability Confident employer and recognise that our success is driven by the talent and diversity of our workforce.
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