Overview
Join to apply for the Service Desk Analyst - 6 month FTC role at Premier Technical Services Group Ltd (PTSG).
PTSG Ltd is a market leader in specialist services to the construction and FM sectors, delivering safety, compliance, and maintenance solutions nationwide.
We are expanding our IT Service Desk team to support our continued growth. This is a 6 month fixed term contract with the possibility of a longer term position in the future. The role is based from our Widnes office (WA8 0SL) and follows a full-time schedule of 8am to 5pm, Monday to Friday.
What you will be doing
* 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 where 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.
What were looking for
* 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.
Details
* Seniority level: Entry level
* Employment type: Contract
* Job function: Information Technology
* Industries: Facilities Services
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