Salary: £23,000 - 49,000 per year Requirements: Clear and professional communication with users and stakeholders Accurate logging, updating, and management of ITSM tickets Basic troubleshooting of hardware, software, and connectivity issues User account setup, access management, and data accuracy checks Ability to prioritise and manage multiple requests in a high-volume environment Identification of recurring issues and support for trend analysis Support for user onboarding and access requests Collaboration with technical teams and participation in UAT activities Use of Microsoft 365 (Outlook, Word, Excel) Confidence using Windows operating systems Familiarity with ITSM tools such as Freshservice and web browsers is desirable Responsibilities: Provide first-line support for internal and external users of bespoke systems and client-facing portals Resolve issues within SLA targets and maintain strong customer satisfaction Increase first contact resolution by troubleshooting and resolving basic technical issues Log, track, and escalate incidents using ITSM tools Manage user accounts and access permissions Support basic IT setup including devices, peripherals, and connectivity Ensure high standards of data quality across systems Communicate clearly and professionally while supporting users Prioritise a high volume of requests effectively Support onboarding and access requests Identify recurring issues and contribute to knowledge base updates and service improvements Assist with user acceptance testing where required Take ownership of issues through to resolution and escalate when necessary Technologies: Excel Hardware Support ITSM Microsoft 365 Web Windows Office 365 More: We are a professional services company based in Ellesmere Port, offering a Helpdesk Analyst role with a salary of £25-£27k. Our team supports internal and external users of bespoke systems and client-facing portals in a structured, fast-paced environment. We value a calm, customer-focused approach, strong collaboration, reliability, accuracy, and accountability, and we offer the opportunity to contribute to continuous improvement through knowledge sharing, trend analysis, and service enhancements. last updated 24 week of 2026