Join to apply for the Service Desk Analyst - 6 month FTC role at Premier Technical Services Group Ltd (PTSG)
About PTSG Ltd
PTSG Ltd is a market leader in specialist services to the construction and FM sectors, delivering safety, compliance, and maintenance solutions nationwide.
With a strong commitment to innovation, customer care, and operational excellence, we are expanding our IT Service Desk team to support our continued growth.
We have a 6 month fixed term contract opportunity, with the possibility of a longer term position in the future.
As Service Desk Analyst you will be the first point of contact for IT-related incidents and service requests across PTSG Ltd. This role is key to ensuring colleagues receive professional, efficient, and customer-focused IT support that enables them to work effectively.
This is a full time, permanent role, working 8am to 5pm Monday to Friday. You will be based from our open-plan Castleford head office (WF10 5HW), which is just a 5-minute walk from the train station, close to the M62 and A1 and has on-site parking.
Responsibilities:
* Act as the first line of support for IT queries, incidents, and requests via phone, email, and ticketing system.
* Log, prioritise, and categorise tickets accurately, ensuring SLA targets are met.
* Provide first-time fixes wherever possible, escalating to specialist internal departments when necessary.
* Troubleshoot and support hardware, software, networking, and user access issues.
* Administer user accounts, permissions, and security groups in accordance with company policies.
* Support Microsoft 365 applications, collaboration tools, and business-specific systems.
* Maintain accurate documentation of incidents, resolutions, and processes in the knowledge base.
* Deliver excellent customer service by communicating clearly, professionally, and empathetically with end users.
* Contribute to continuous improvement initiatives within the Service Desk function.
* Assist with IT onboarding and offboarding for new starters and leavers.
Requirements:
* Previous experience in an IT service desk or technical support role.
* Knowledge of Microsoft Windows, Office 365, Active Directory, and basic networking.
* Familiarity with ITSM ticketing tools (e.g Freshservice or similar).
* Strong problem-solving skills and a logical approach to troubleshooting.
* Excellent communication and interpersonal skills with a customer-first mindset.
* Ability to work under pressure and manage competing priorities.
* Working knowledge of ITIL best practices.
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