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- Tasks: Provide top-notch IT support and troubleshoot global incidents for colleagues worldwide.
- Company: Join Alfred H Knight, a family-owned business with a global presence.
- Benefits: Enjoy a competitive salary, pension, life assurance, and employee assistance programme.
- Why this job: Be the first point of contact and make a real difference in a dynamic environment.
- Qualifications: Experience in Service Desk support and excellent communication skills are essential.
- Other info: Opportunity for growth in a collaborative team with a focus on diversity and inclusion.
The predicted salary is between 30000 - 42000 £ per year.
Alfred H Knight has an exciting opportunity for a Service Desk Support Analyst to join our Group IT Department in Prescot, Liverpool. You will be joining a high-performing Service Delivery team that is truly integral to the success and function of AHK’s global operations. As the first point of contact for our colleagues worldwide, you will be responsible for the initial triage and troubleshooting of global IT incidents. We are looking for a customer-centric professional with proven Service Desk experience who can translate complex technical issues into user-friendly solutions.
Responsibilities
- Incident Management: Triage, troubleshoot, and resolve IT tickets following established processes, adhering to strict SLAs.
- Global Communication: Act as a key point of contact for end-users across the AHK Group, providing professional support via phone, email, and potentially live chat.
- Technical Setup: Configure and deploy business equipment, including PCs, laptops, mobile devices, and tablets.
- Application Support: Assist with the maintenance of our bespoke systems by writing formulas for LIMS software and performing basic SQL database queries.
- Documentation: Work closely with Technical Authors to ensure repeat problems and solutions are clearly documented in the knowledge base.
- Security & Rotas: Participate in active AV monitoring and join the scheduled support rota (including 1 in 5 early/late shifts and out-of-hours critical support).
About Us
Alfred H Knight is a totally independent, family owned business spanning five generations. A global network of strategically placed offices and laboratories enable global trade by providing independent inspection, analysis and consultancy services to the metals and minerals, solid fuels and agriculture industries. We have honed and carefully crafted our reputation. Delivering knowledge and professionalism in all aspects of weighing, sampling and analysis. We thrive by continuing to re-invest in our facilities, technology and people.
Do You Have What It Takes?
To be successful at Alfred H Knight you will need to display the following: previous experience working in a Service Desk environment is essential. We are looking for someone who combines technical curiosity with exceptional relationship-management skills.
Required Knowledge and Work Experience
Essential Knowledge & Competencies
- Proven Experience: A solid track record in a Service Desk or IT support environment.
- Interpersonal Excellence: Exceptional communication skills with a focus on active listening and the ability to ask the right questions.
- Relationship Management: Ability to build solid relationships and present ideas in user-friendly language to non-technical staff.
- Analytical Thinking: Proven problem-solving abilities and the capacity to research a wide range of computing issues as they arise.
- Adaptability: Ability to absorb and retain information quickly in a fast-paced, evolving environment.
- Documentation: Strong writing skills for clear, concise technical documentation.
- Collaboration: A team-oriented mindset, thriving in a collaborative and supportive environment.
Desirable Skills (The Nice-to-Haves)
- Experience: Previous experience in Live Chat support and/or a laboratory or pharma sector experience.
- Technical: SQL experience and ITILv5 Foundation certification.
- Education: A University degree in a relevant field.
- Languages: Spanish speaking is highly advantageous for supporting our global entities.
Benefits
We are offering an excellent opportunity with a salary and benefits package to match including pension, life assurance and an employee assistance programme. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability. Alfred H Knight is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.
IT Service Desk Analyst in Liverpool employer: AHK
Contact Detail:
AHK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst in Liverpool
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work at Alfred H Knight. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on common Service Desk scenarios. Think about how you would handle specific incidents and be ready to share your thought process. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your communication skills! During interviews, practice explaining technical concepts in simple terms. This will demonstrate your ability to connect with non-technical staff, which is key for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the AHK team.
We think you need these skills to ace IT Service Desk Analyst in Liverpool
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your Service Desk experience and any technical skills that match what we're looking for. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about IT support and how your previous experiences have prepared you for this role. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Communication Skills: Since you'll be the first point of contact for our colleagues, it's crucial to demonstrate your communication prowess. Use clear and concise language in your application, and don’t shy away from showcasing your ability to translate complex issues into simple solutions.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly. Plus, it shows us you're keen on joining the AHK family!
How to prepare for a job interview at AHK
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around incident management and troubleshooting. Familiarise yourself with common IT issues and solutions, as well as the tools and software mentioned in the job description, like LIMS and SQL.
✨Practice Your Communication Skills
Since you'll be the first point of contact for colleagues, practice explaining complex technical issues in simple terms. Role-play with a friend or family member to get comfortable with active listening and asking the right questions.
✨Show Your Customer-Centric Attitude
Prepare examples from your past experience that highlight your customer service skills. Think about times when you went above and beyond to help a user or resolved an issue quickly and efficiently.
✨Be Ready to Collaborate
Emphasise your team-oriented mindset during the interview. Be prepared to discuss how you've worked with others in a support role and how you can contribute to a collaborative environment at Alfred H Knight.