At a Glance
- Tasks: Provide top-notch IT support and troubleshoot global incidents for colleagues worldwide.
- Company: Join Alfred H Knight, a family-owned business with a strong global presence.
- Benefits: Enjoy a competitive salary, pension, life assurance, and employee assistance programme.
- Other info: Collaborative team culture with opportunities for growth and development.
- Why this job: Be the first point of contact in a dynamic IT environment and make a real difference.
- Qualifications: Experience in Service Desk support and excellent communication skills are essential.
The predicted salary is between 30000 - 40000 £ 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.
KEY 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: Alfred H Knight Group
Alfred H Knight is an exceptional employer, offering a unique 2-year development programme for Agriculture Graduates at our UK Head Office in Prescot, Liverpool. With a strong focus on personal growth and career progression, employees benefit from hands-on experience in a dynamic work environment, exposure to international operations, and a supportive culture that values diversity and inclusion. Join us to kickstart your career in the agricultural industry while enjoying a competitive salary and comprehensive benefits package.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst in Liverpool
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Alfred H Knight Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Alfred H Knight Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Alfred H Knight Group!
✨Direct Apply to Alfred H Knight Group
Let's not forget to apply directly through the Alfred H Knight Group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Desk Analyst in Liverpool
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Alfred H Knight Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Alfred H Knight Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Alfred H Knight Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
