At a Glance
- Tasks: Provide 1st and 2nd line IT support and manage user-based IT equipment.
- Company: Join Princes Liverpool, a leading FMCG business in the UK.
- Benefits: Enjoy 25 days annual leave, flexible holiday options, and a generous pension scheme.
- Other info: Hybrid working with excellent learning and development opportunities.
- Why this job: Be part of a growing team and make a real impact on IT support.
- Qualifications: Experience in a Service Desk environment and a full UK driving licence required.
The predicted salary is between 40000 - 45000 £ per year.
Princes Liverpool is recruiting an IT Service Desk Analyst (1st/2nd Line Support) to join the team. This is an exciting opportunity to be part of one of the UK’s leading FMCG businesses at a point of growth. A full UK driving licence is required as you will visit UK sites a few times a year.
Purpose
Provide 1st and 2nd line support for the IT Desktop and Business Systems used within the Princes Group, and serve as the first point of contact for end users. Deliver rota‑d out of hours support for business‑critical systems and coordinate with third‑party service providers.
Dimensions
Internal contacts include members of the organisation at all levels. External contacts include representatives from key technology partners who supply hardware, service and support.
Benefits
- 25 days annual leave plus birthday off
- 14.5% pension – 5% employee opt‑in / 9.5% employer contribution
- Flexible holiday option – buy 5 additional days
- Enhanced family‑friendly & carers policies
- Critical illness cover
- Learning & development opportunities
Key Responsibilities
- Support and manage all user‑based IT equipment, including home users and third parties.
- Ensure user requests are dealt with to agreed time scales through excellent communication.
- Adhere to the Incident Management policy: monitor support requests, log calls accurately, and close them in a timely manner.
- Provide desktop hardware and software support, upgrades and installations.
- Manage facilities for new starters and leavers.
- Coordinate activities with support functions and key users at other Princes sites.
- Perform daily, weekly and monthly key system checks.
- Monitor various systems daily and raise issues to relevant teams.
- Keep supporting documentation up to date for the team.
- Support operational business systems at manufacturing and distribution sites.
- Provide up to 2nd line support for commercial business systems across all sites.
- Liaise with business analysts and third‑party providers to coordinate live application support.
- Provide rota‑d out of hours support for business‑critical application users.
Infrastructure Responsibilities
- First line support of the Azure Virtual Desktop environment.
- Support and administration of Entra.
- Support and administration of remote access solutions.
- Support and administration of email and web filtering solutions.
Role Requirements
Essential: Full UK driving licence required.
Technical:
- Experience in a Service Desk environment providing 1st/2nd line IT support.
- Experience with cloud systems, ideally Azure and SAP.
- Technical aptitude for operational IT systems; training will be provided.
Technical skills (not exhaustive):
- Windows 11 / Server 2022
- Entra administration
- Azure Virtual Desktop (or equivalent)
- Intune administration
- Microsoft 365
- Basic networking principles
- Basic SAP ERP
- ITIL Foundation principles
- Security principles
Key skills:
- Exceptional customer service
- Excellent problem‑solving
- Self‑motivated team player
- Attention to detail and accuracy
- Strong organisational skills
- Flexible and adaptable
Location United Kingdom – Liverpool, Business area: Operations, Workplace type: Hybrid
IT 1st/2nd Line Support Engineer employer: Princes Group
Princes Liverpool is an exceptional employer, offering a dynamic work environment within one of the UK's leading FMCG businesses. With a strong focus on employee development, generous benefits including 25 days of annual leave and a robust pension scheme, as well as a supportive culture that values work-life balance, this role provides a unique opportunity for IT professionals to thrive while contributing to a growing organisation. The hybrid workplace model allows for flexibility, making it an attractive choice for those seeking meaningful and rewarding employment.
