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 experiencing exciting growth.
- Benefits: Enjoy 25 days annual leave, flexible holiday options, and enhanced family-friendly policies.
- Other info: Hybrid work model with opportunities for learning and development.
- Why this job: Be the first point of contact for users and make a real impact in IT support.
- Qualifications: Experience in a Service Desk environment and a full UK driving licence required.
The predicted salary is between 30000 - 40000 £ 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 in Liverpool 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 flexibility and family-friendly policies, this role provides a meaningful opportunity for growth and collaboration in a thriving team. The hybrid working model allows for a balanced approach to work and life, making it an attractive place for IT professionals seeking to make a real impact.
StudySmarter Expert Advice🤫
We think this is how you could land IT 1st/2nd Line Support Engineer in Liverpool
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local meetups or tech events, and connect with current employees at Princes. You never know who might give you the inside scoop on job openings or even refer you directly!
✨Tip Number 2
Prepare for those interviews by practising common IT support scenarios. Think about how you'd handle specific user issues or system failures. We recommend role-playing with a friend to get comfortable explaining your thought process.
✨Tip Number 3
Show off your skills! If you have any relevant projects or experiences, create a portfolio or a personal website. This can really set you apart from other candidates and give you something tangible to discuss during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Princes team.
We think you need these skills to ace IT 1st/2nd Line Support Engineer 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 experience in 1st/2nd line support and any relevant technical skills, like Azure or SAP. We want to see how you fit into our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills align with what we're looking for. Keep it friendly and professional – we love a good story!
Show Off Your Customer Service Skills:Since this role involves a lot of user interaction, make sure to showcase your exceptional customer service skills. Share examples of how you've helped users in the past and resolved issues effectively. We value a positive attitude!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be set!
How to prepare for a job interview at Princes Group
✨Know Your Tech
Make sure you brush up on your technical skills, especially around Azure, SAP, and the other systems mentioned in the job description. Be ready to discuss your experience with these technologies and how you've used them in previous roles.
✨Show Off Your Customer Service Skills
As this role involves a lot of user interaction, be prepared to share examples of how you've provided exceptional customer service in the past. Think about specific situations where you solved problems for users and how you communicated effectively.
✨Prepare for Scenario Questions
Expect questions that put you in real-life scenarios, like handling a difficult user or troubleshooting a critical system issue. Practise your responses to these types of questions so you can demonstrate your problem-solving skills and calmness under pressure.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team, the tools they use, or their approach to IT support. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
