The Observatory, Liverpool City Centre Office
Torus Group
Full time
Permanent
Are you passionate about delivering exceptional IT support and being the go-to person for resolving technical issues? Join Torus as a Service Desk Analyst and become the ‘Face of IT,’ providing first-line support to our internal teams.
In this dynamic and customer-facing role, you’ll be the first point of contact for technical assistance, handling incidents and service requests with a proactive, solutions-focused approach. From troubleshooting IT hardware and software issues to maintaining our IT systems and ensuring customer satisfaction, you’ll play a vital role in keeping our organisation running smoothly.
This role offers a varied rota, with shifts between 0800 – 1600hrs, 0900 – 1700hrs, and 1000 – 1800hrs.
You will also be required to work at one of our other sites (St Helens, Warrington, or Stonebridge) 1 day per week. WFH is also available 1 day per week.
Additionally, there’s an optional out-of-hours rota for those who want to take their support skills to the next level.
What You’ll Be Doing:
* Deliver high-quality, customer-focused ICT support to staff and managers.
* Serve as the first point of contact for ICT issues via phone, email, and portal; log and triage all support tickets in the ITSM system.
* Own and manage support tickets through to resolution, providing timely updates to users.
* Troubleshoot hardware, software, and basic network issues; escalate unresolved problems as needed.
* Perform daily system checks and report findings; maintain accurate asset records in the CMDB.
* Support ICT performance reporting, device provisioning, and onboarding for new starters.
* Liaise with external vendors for unresolved issues and ensure adherence to ITIL processes and IT policies.
What We’re Looking For:
* Excellent customer care skills and ability to build good relationships
* Demonstrable patience, focus and empathy when liaising with customers
* Good organisational skills
* Basic IT skills with a knowledge of computing trends
* Experience in providing 1st line support to end usersis desirable
Interview Process:
* In-person interviews, consisting of a competency-based interview, will begin no sooner than the week beginning 18 th August.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* 2x Completed references
* DBS check (if required for role)
* Completion of all new starter documentation including signed T&C’s
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.
Apply now
Apply now
27,407
Hours
37
* Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
* Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
* Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
* Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
* Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
* Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
* Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
* Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
* Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.
06-08-2025
Job attachments
Service_Desk_1st_Line_Analyst_-_Job_Description_and_person_spec.pdf
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