IT Service Desk Analyst

Location: Bootle, Liverpool - Office based

Job type: Full time, Permanent

Hours: 37.5 hours per week, Monday-Friday (08:00-17:00)

Ref: 2291

Telent is looking for an IT Service Desk Analyst to join our Network Services team in Bootle, Liverpool, as part of our Managed Service Operations Delivery team. This telephone-based, office-based role involves logging IT / ICT related incidents and service requests, remotely diagnosing and troubleshooting issues, expanding technical knowledge, and handling onsite hardware work and direct customer interactions.

At Telent, you'll be empowered to innovate and deliver effective solutions, working alongside technical experts who take pride in the impact they make. Join a high-performing team delivering complex, business-critical services that help keep the nation's infrastructure connected and protected.

What you'll do:

• Provide end-to-end resolution of IT / ICT related incidents and service requests
• Diagnose, resolve, or escalate technical and non-technical issues appropriately
• Act as the first point of contact for incidents, requests, and queries via telephone, email, B2B, and customer portals
• Log and manage tickets accurately within the service management system
• Work to strict SLA and KPI targets
• Maintain strong customer relationships through clear communication and service delivery
• Liaise proactively with suppliers and partner vendors to ensure timely resolutions
• Follow escalation procedures where required
• Provide regular updates to customers and ensure commitments are fulfilled
• Schedule Field Engineers when necessary
• Order spare parts through internal systems
• Attend relevant training sessions

Who you are:

You are a customer-focused IT professional (or aspiring IT Service Desk Analyst) with a passion for IT technology and troubleshooting. You thrive in a fast-paced environment and enjoy resolving issues directly with customers. You have an interest in or previous experience with critical IT infrastructure and hands-on tasks such as password resets, setting up hardware, installing applications, using Azure environments and resolving software faults. Communication is key in this role, so you must be confident when handling inbound calls and speaking with customers via telephone / telephony systems. We provide ongoing training and development, so a willingness to learn and grow is essential.

Key Requirements:

• Previous or current experience in a demanding Helpdesk, Service Desk, Public Sector, or Customer Service environment
• Confident in handling inbound calls
• Experience of 1st Line IT troubleshooting and fault resolution
• Strong interest in IT and problem-solving
• Computer literate, with good working knowledge of Microsoft Word, Teams, Outlook, and Excel
• Comfortable working towards KPI's and performance targets
• ITIL awareness (desirable but not essential)

What we offer:

A career at Telent offers opportunities across sectors, technologies, and customers. As we grow, we rely on our committed teams to deliver high-quality services, and we support that commitment through continuous development and an inclusive culture. We foster an environment that respects and values difference, celebrates diverse ideas, and enables everyone to thrive.

Benefits include:

• 26 days' holiday plus public holidays, with the option to buy or sell leave
• Company matched pension scheme
• Access to the Flexible Benefits portal
• Family-friendly policies
• Occupational health and wellbeing support
• Discounts on cinema, restaurants, and shopping through the Telent Reward scheme

We are passionate about creating a workplace where everyone feels they belong and are empowered to reach their full potential. Our people are at the heart of our business, and we strive to reflect the diverse communities we support. Our values are: Take Responsibility, Be Inclusive, Be Customer Focused, Be Collaborative.