IT Service Desk Analyst

WHAT IS ON OFFER Alfred H Knight has an exciting opportunity for a Service Desk Support Analyst to join our Group IT Department in Prescot, Liverpool You will be joining a high-performing Service Delivery team that is truly integral to the success and function of AHK’s global operations. As the first point of contact for our colleagues worldwide, you will be responsible for the initial triage and troubleshooting of global IT incidents. We are looking for a customer-centric professional with proven Service Desk experience who can translate complex technical issues into user-friendly solutions.

KEY RESPONSIBILITIES Incident Management: Triage, troubleshoot, and resolve IT tickets following established processes, adhering to strict SLAs. Global Communication: Act as a key point of contact for end-users across the AHK Group, providing professional support via phone, email, and potentially live chat . Technical Setup: Configure and deploy business equipment, including PCs, laptops, mobile devices, and tablets.

Application Support: Assist with the maintenance of our bespoke systems by writing formulas for LIMS software and performing basic SQL databas e queries Documentation: Work closely with Technical Authors to ensure repeat problems and solutions are clearly documented in the knowledge base. Security & Rotas: Participate in active AV monitoring and join the scheduled support rota (including 1 in 5 early/late shifts and out-of-hours critical support). ABOUT US Alfred H Knight is