Technical ServiceDesk Analyst
Location: Manchester Head Office 5 days on site Permanent
Looking for a Service Desk Analyst with strong customer Service experience within a Product/Manufacturer organisation (electronics, AV, or IT equipment)
Role Purpose
The Technical ServiceDesk Analyst contributes to the delivery of a high-quality, structured, and customer-focused service desk experience. Dealing with Technical tickets from customers Working as part of the Support Team, the role supports the ongoing development and optimisation of the desk software applications and tools, ensuring workflows, categorisation, automation, and reporting continue to meet operational needs.
In addition to service desk responsibilities, the role supports product testing, documentation, and RMA investigations, providing a key link between customers, engineering, and product development. This ensures fast, accurate support, robust product validation, and continuous improvement across product life cycle.
1. L1 & L2 Service Desk Support (Primary Responsibility)
Act as a first point of contact for technical enquiries via service desk software applications and tools, delivering professional, calm, and solution-focused communication.
Triage new tickets by gathering essential information, assessing severity, and categorising issues accurately.
Provide structured troubleshooting of products, including configuration, installation, firmware updates, and AV/UC system integration.
Resolve issues at first line where possible using internal knowledge, documentation, diagnostic tools, and established problem-solving methods.
Escalate complex cases with clear, complete notes to ensure seamless handover and continuity.
Maintain high standards of ticket hygiene, including timely updates, accurate categorisation, structured notes, and clear closure summaries.
Identify recurring issues and contribute to internal knowledge base articles, troubleshooting guides, and best-practice documentation.
Support customers with product setup and system integration to ensure optimal performance of solutions.
Contribution to the Continuous Development of Service Desk Software Applications and Tools
Contribute to the maintenance and optimisation of workf...
Technical ServiceDesk Analyst employer: Vertex I.T. Solutions Ltd
Join a dynamic team in Barnwood, Gloucestershire, where we prioritise a collaborative work culture and offer meaningful opportunities for professional growth. As an employer, we provide competitive contract rates, a supportive environment, and the chance to contribute to impactful projects that enhance your skills in IT decommissioning. Our commitment to employee well-being and adherence to security and safety standards makes us an excellent choice for those seeking rewarding employment.
