Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide 1st and 2nd line IT support for desktop and business systems.
- Company: Join Princes, a leading FMCG company with a commitment to sustainability.
- Benefits: Enjoy 25 days annual leave, flexible holiday options, and enhanced family policies.
- Why this job: Be the first point of contact for tech issues and make a real difference.
- Qualifications: Experience in a Service Desk environment and a full UK driving licence required.
- Other info: Dynamic hybrid work environment with opportunities for learning and development.
The predicted salary is between 30000 - 42000 £ per year.
Princes Liverpool are recruiting an IT Service Desk Analyst 1st/2nd Line Support to join the team. This is an exciting opportunity to join one of the UK's leading FMCG businesses at a point of growth. Please note a Full UK Driving Licence is needed for this position as there would be visits to the UK sites a few times a year.
Purpose
To provide 1st and 2nd line support of the IT Desktop and Business Systems used within the Princes Group, as the first point of contact for end users. To provide rota’d out of hours support for business-critical systems. There is an on-call schedule which is split between the team and compensated for. To liaise with all users of IT systems within the group and with third party service providers.
Dimensions
Internal contacts will include members of the organisation at all levels, given the support element of the role. External contacts will include representatives from our key technology partners who provide equipment, service and support. These contacts will be for the resolution of day-to-day issues.
Benefits
- 25 Days Annual Leave plus Birthday off
- 14.5% Pension – 5% employee opt in / 9.5% employer
- Flexible Holiday Option - Buy 5 Additional Days
- Enhanced Family Friendly & Carers Policies
- Critical Illness Cover
- Learning & Development Opportunities
Key Responsibilities
Support of Desktop Environment
- This involves the effective management of all user-based IT equipment, including Princes home users and third parties accessing IT systems remotely.
- The Business Systems Support Analyst’s primary role will be to ensure user requests are dealt with to agreed time scales through excellent communications methods.
- Adherence to the documented Incident Management policy - monitoring of incoming support requests, accurate call logging and timely closure of calls, ensuring end users are kept fully informed of progress.
- Desktop hardware and software support, upgrades and installations.
- Management of facilities for new starters and leavers.
- Co-ordinate activities with the support functions and key users at other Princes sites.
- Accurately perform the daily, weekly and monthly key system checks.
- Daily monitoring of various systems and issues highlighted to the relevant teams.
- Ensure all related documentation is kept up to date to enable support of systems by other members of the team.
- Adherence to Princes Internal IT Controls.
Support of Business Systems
- 1st line support of Operational business systems used within our manufacturing and distribution sites.
- 1st and up to 2nd line support of Commercial business systems used within all sites.
- Liaise with Business Analysts and third party software and support providers to coordinate live systems application support.
- Provide a rota’d out of hours support service to business-critical application users.
Infrastructure Support
- First point of contact and responsibility for the timely resolution of server and communications related problems.
- The Business Systems Support Analyst will be required to investigate problems and handover support issues to 2nd Line Support / Operations Team where appropriate.
- Infrastructure responsibilities include:
- 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 Requirement: Please note a Full UK Driving Licence is needed for this position as there would be visits to the UK sites a few times a year.
Technical Requirements
The successful candidate will have experience of working within a Service Desk environment providing 1st/2nd Line IT Support within the business. You will have experience with cloud systems and ideally Azure and SAP experience. Business Systems Support Analyst will be expected to have experience in some but not all of the following areas. Specific skills are less important than a technical aptitude as appropriate training will be provided, specifically in Operational IT Systems.
- Windows 11 / Server
- Entra administration
- Azure Virtual Desktop environment (or equivalent virtual desktop experience)
- Intune administration
- Microsoft Internet and basic network principles
- Basic understanding of SAP ERP
- ITIL foundation principles
- Understanding of security principles
Skills
- Exceptional Customer Service skills
- Excellent problem-solving skills
- Team player who is self-motivated
- Excellent attention to detail and accuracy
- Strong organisational skills with a logical, methodical and structured approach
- Flexible and adaptable
Apply today to be considered for this fantastic opportunity!
IT Service Desk Analyst 1st/2nd Line Support in Liverpool employer: Princes Limited
Contact Detail:
Princes Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst 1st/2nd Line Support in Liverpool
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local meetups or online webinars. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Ace that interview! Research common interview questions for IT Service Desk roles and practice your responses. Be ready to showcase your problem-solving skills and customer service experience – they’re key for this position!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge over other candidates.
We think you need these skills to ace IT Service Desk Analyst 1st/2nd Line Support 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 with 1st and 2nd line support, cloud systems, and any relevant technical skills. 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 in your application. Share examples of how you've helped users in the past – we want to know how you handle tricky situations!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you're keen on joining our team at Princes – we can't wait to hear from you!
How to prepare for a job interview at Princes Limited
✨Know Your Tech
Make sure you brush up on your knowledge of the technologies mentioned in the job description, like Azure and SAP. Familiarise yourself with common issues that users might face and how to resolve them. This will show that you're not just a candidate, but someone who can hit the ground running.
✨Customer Service is Key
As an IT Service Desk Analyst, you'll be the first point of contact for users. Prepare examples of how you've provided exceptional customer service in the past. Think about times when you resolved issues under pressure or went the extra mile to help someone out.
✨Practice Problem-Solving
Expect some scenario-based questions during the interview. Practice explaining your thought process when troubleshooting a problem. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your logical approach to problem-solving.
✨Ask Insightful Questions
Prepare a few thoughtful questions to ask at the end of your interview. This could be about the team dynamics, the tools they use, or how success is measured in the role. It shows your genuine interest in the position and helps you assess if it's the right fit for you.
