Job Description What will you be doing? As a Support Analyst, you will provide first-line and deskside technical support to all staff, with additional involvement in supporting Mergers and Acquisitions (M&A) activities when required. A core part of the role is handling high volumes of service desk queries, including answering and triaging telephone calls, emails, and tickets raised through the customer portal. You’ll log, prioritise, and resolve incidents and requests using ServiceNow, ensuring a consistent and high-quality support experience. This is a permanent role to be based at our Liverpool office with expected office attendance of 4 days per week. Speak to your Recruiter for more details. As an IT Service Desk Analyst, your responsibilities will include among others Provide first-line technical support via phone, email, and customer portal Log and manage Incidents and Requests using ServiceNow, ensuring correct SLA assignment Escalate issues appropriately and follow the Incident Management escalation procedure Deliver user support and mentoring to end-users, maintaining strong rapport Maintain high levels of incident ownership and ensure timely resolution Contribute to documentation and continuous improvement of support processes