IT Support Engineer / Service Desk Analyst

IT Support Engineer / Service Desk Analyst

Join a supportive IT service environment where you’ll solve technical issues, keep colleagues productive and secure, manage IT assets and help new services transition smoothly into business-as-usual support.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, Helpdesk Analyst, Technical Support Engineer, Technical Support Analyst, IT Technician, Desktop Support Engineer, 1st Line Support Engineer, 2nd Line Support Engineer, IT Support Analyst, Infrastructure Support Technician

Benefits include a Civil Service Defined Benefit Pension with a 28.97% employer contribution, 28.5 days’ paid holiday plus UK public bank holidays and flexible working hours.

This job is officially known within the organisation as a Local Systems Administrator

SALARY: £33,227 per annum + Benefits

LOCATION: Birkenhead, Merseyside, North West England (100% office based)

JOB TYPE: Full-Time, Permanent

WORKING HOURS: Full-Time; flexible start, finish and break times to suit operational requirements and individual need;

JOB OVERVIEW

This is an excellent opportunity for an IT Support Engineer / Service Desk Analyst to deliver hands-on technical support that keeps colleagues connected, productive and secure.

The IT Support Engineer / Service Desk Analyst will provide 1st/2nd line support, manage incidents and work queues, maintain accurate IT asset records and support smooth service transitions.

Working across hardware, software, infrastructure and local IT projects, the IT Support Engineer / Service Desk Analyst will collaborate with stakeholders, suppliers and colleagues while supporting other sites when required.

DUTIES

Your duties as the IT Support Engineer / Service Desk Analyst include

Incident and Request Management: Resolve local infrastructure incidents and assigned support requests, escalating appropriately and working to Incident Management, ISO20000 and service management processes

Technical Support: Diagnose and resolve issues affecting local systems, applications, infrastructure and end-user services

Asset and Documentation Control: Maintain accurate IT asset databases, technical documentation, problem records, change records and management information

Hardware and Software Administration: Install, configure and administer hardware and application software components

Stakeholder and Supplier Liaison: Work with stakeholders, software vendors, third parties and partners to support change and problem resolution

Projects and Service Transition: Provide technical advice for local IT projects and help new services transition effectively into business-as-usual support

Office and Cross-Site Support: Assist with IT equipment relocations and provide remote or on-site support to other offices, including regular travel that may require overnight stays

CANDIDATE REQUIREMENTS

ITIL Service Management Foundation accreditation or willingness to study

Knowledge and experience of working in an IT environment and IT incident management

Experience dealing with Windows-related incidents in a business environment

Knowledge of IT infrastructure, end-user IT services and the technology that underpins them

Ability to deliver excellent customer support through a Service Management Framework

Ability to collaborate across multiple functions when new processes or procedures are introduced

Able to undertake physical activity associated with moving IT equipment

Successful candidates must undergo a basic (or equivalent) criminal record check

BENEFITS

Civil Service Defined Benefit Pension with a 28.97% employer contribution

28.5 days’ paid holiday plus UK public bank holidays

Flexible working hours enabling variation of start, finish and break times subject to operational requirements and individual need

Enhanced maternity, paternity and adoption leave

Support with accreditation to professional bodies

Learning and development opportunities

Discounts at a wide range of high-street and online retailers

Up to three paid volunteering days

Access to a sports and social club

Two-times death in service benefit

The post will require a Security (SC) Check and will therefore be subject to further background checks, including meeting the UK minimum residency requirement of 5 years.

APPLY TODAY…

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JOB REF: AWDO-P15157

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