Service Desk Analyst - 1st Line
| Posting date: | 23 July 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | 27,407 |
| Hours: | Full time |
| Closing date: | 22 August 2025 |
| Location: | Liverpool, L1 6RA |
| Company: | Torus Group |
| Job type: | Permanent |
| Job reference: | 485 |
Summary
Job Advert
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 users is desirable
Interview Process:
* In-person interviews, consisting of a competency-based interview, will begin no sooner than the week beginning 18th 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
* Qualification certificate check
* 2x Completed references
* OH Health Questionnaire – Fit for Work
* 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.
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 users is desirable
Interview Process:
* In-person interviews, consisting of a competency-based interview, will begin no sooner than the week beginning 18th 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
* Qualification certificate check
* 2x Completed references
* OH Health Questionnaire – Fit for Work
* 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.