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- Tasks: Triage and troubleshoot IT incidents while providing top-notch support to global colleagues.
- 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.
- Why this job: Be the first point of contact for tech issues and make a real difference.
- Qualifications: Experience in Service Desk support and excellent communication skills are essential.
- Other info: Dynamic team environment with opportunities for growth and development.
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).
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- 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.
- 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.
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
Contact Detail:
Alfred H Knight 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 current or former employees at Alfred H Knight on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common Service Desk scenarios. Think about how you’d handle tricky IT issues and communicate them clearly. We want to show that we can translate tech jargon into user-friendly solutions!
✨Tip Number 3
Don’t forget to showcase your soft skills! Being customer-centric is key, so be ready to share examples of how we’ve built relationships and resolved conflicts in past roles.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us that you’re genuinely interested in joining our team at Alfred H Knight.
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 is tailored to the IT Service Desk Analyst role. Highlight your relevant experience and skills that match the job description, especially your customer-centric approach and technical abilities.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for our team. Share specific examples of how you've triaged and resolved IT incidents in the past, and don’t forget to show off your communication skills!
Showcase Your Technical Skills: Since this role involves application support and basic SQL queries, make sure to mention any relevant technical skills you have. If you've worked with LIMS software or similar systems, let us know!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Alfred H Knight!
How to prepare for a job interview at Alfred H Knight
✨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 ensure you can communicate effectively and listen actively during the interview.
✨Show Your Customer-Centric Attitude
Prepare examples that showcase your customer service skills. Think about times when you've gone above and beyond to help a user or resolved an issue quickly. This will demonstrate your commitment to providing excellent support.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions where you'll need to demonstrate your problem-solving abilities. Think through potential IT incidents you might encounter and how you would handle them, keeping in mind the importance of adhering to SLAs.