ICT Service Desk Analyst
CV-LibraryLiverpool, Merseyside, United KingdompermanentPosted: 6 November 2026
Apply NowService Desk Analyst
📍 Knowsley, Merseyside
💷 Competitive Salary
? Full Time, Permanent
Join Liberty and Help Make Places Safe, Smart and Better
At Liberty, our business starts with people. We're looking for a talented and customer-focused Service Desk Analyst to join our ICT team in Knowsley and play a key role in delivering excellent technical support across our national business.
If you're passionate about technology, enjoy solving problems, and thrive in a fast-paced support environment, we'd love to hear from you.
The Role
Reporting to the Technical Services Manager, you'll act as the first point of contact for colleagues requiring IT support, providing both remote and face-to-face assistance.
You'll be responsible for logging, managing and resolving incidents and service requests, ensuring excellent customer service and clear communication throughout the resolution process.
Key Responsibilities
Act as the first point of contact for IT support via phone, email and face-to-face interactions
Log, categorise, prioritise and manage incidents through the IT Service Management system
Deliver first-line technical support across hardware, software and business applications
Escalate and manage incidents with 2nd and 3rd line support teams when required
Configure and support laptops, desktops, mobile devices and peripherals
Create user accounts, manage permissions and reset passwords through Active Directory
Support Microsoft 365 applications and Windows 10 environments
Configure and support Apple and Android devices
Deploy and configure laptops using ManageEngine and imaging tools
Support Citrix desktop environments both remotely and on-site
Maintain accurate asset records and equipment inventories
Produce user guides and provide training where appropriate
Provide support across multiple UK locations, both remotely and on-site
What We're Looking For
Essential
Minimum 2 years' experience in a 1st Line Service Desk or IT Support role (Less is acceptable if engaged with the industry)
Driver's licence or willingness to learn to drive
Strong working knowledge of:
Microsoft 365
Windows 10
Active Directory
Apple and Android devices
Desktop and laptop hardware
Network troubleshooting
Experience working with service desk ticketing systems
Excellent fault-finding and problem-solving skills
Outstanding customer service and communication skills
Ability to prioritise workload and work independently
Full UK driving licence and access to a vehicle for business use
GCSE Maths and English (or equivalent)
Desirable
ITIL v3 or v4 Certification
Microsoft Certified Professional (MCP) or equivalent
What You'll Bring
We're looking for someone who is:
? Customer-focused and approachable
? Methodical and analytical when resolving technical issues
? A confident communicator with strong attention to detail
? Eager to learn and develop new technical skills
? Adaptable, proactive and willing to go the extra mile
Why Liberty?
At Liberty, we're committed to creating an inclusive and supportive workplace where everyone can thrive.
Our values guide everything we do:
People Focused
Always Accountable
Simply Innovative
Helpfully Smart
We invest in our people, support career development, and foster an environment where your ideas and contributions are valued.
Apply Today
If you're an experienced Service Desk Analyst looking for your next challenge with a forward-thinking organisation, we'd love to hear from you.
Join Liberty and help us deliver technology solutions that make a real difference.
Closing Date: 4th December 2026 (We may close earlier due to applicant rates)
Liberty is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.
We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at (url removed)
📍 Knowsley, Merseyside
💷 Competitive Salary
? Full Time, Permanent
Join Liberty and Help Make Places Safe, Smart and Better
At Liberty, our business starts with people. We're looking for a talented and customer-focused Service Desk Analyst to join our ICT team in Knowsley and play a key role in delivering excellent technical support across our national business.
If you're passionate about technology, enjoy solving problems, and thrive in a fast-paced support environment, we'd love to hear from you.
The Role
Reporting to the Technical Services Manager, you'll act as the first point of contact for colleagues requiring IT support, providing both remote and face-to-face assistance.
You'll be responsible for logging, managing and resolving incidents and service requests, ensuring excellent customer service and clear communication throughout the resolution process.
Key Responsibilities
Act as the first point of contact for IT support via phone, email and face-to-face interactions
Log, categorise, prioritise and manage incidents through the IT Service Management system
Deliver first-line technical support across hardware, software and business applications
Escalate and manage incidents with 2nd and 3rd line support teams when required
Configure and support laptops, desktops, mobile devices and peripherals
Create user accounts, manage permissions and reset passwords through Active Directory
Support Microsoft 365 applications and Windows 10 environments
Configure and support Apple and Android devices
Deploy and configure laptops using ManageEngine and imaging tools
Support Citrix desktop environments both remotely and on-site
Maintain accurate asset records and equipment inventories
Produce user guides and provide training where appropriate
Provide support across multiple UK locations, both remotely and on-site
What We're Looking For
Essential
Minimum 2 years' experience in a 1st Line Service Desk or IT Support role (Less is acceptable if engaged with the industry)
Driver's licence or willingness to learn to drive
Strong working knowledge of:
Microsoft 365
Windows 10
Active Directory
Apple and Android devices
Desktop and laptop hardware
Network troubleshooting
Experience working with service desk ticketing systems
Excellent fault-finding and problem-solving skills
Outstanding customer service and communication skills
Ability to prioritise workload and work independently
Full UK driving licence and access to a vehicle for business use
GCSE Maths and English (or equivalent)
Desirable
ITIL v3 or v4 Certification
Microsoft Certified Professional (MCP) or equivalent
What You'll Bring
We're looking for someone who is:
? Customer-focused and approachable
? Methodical and analytical when resolving technical issues
? A confident communicator with strong attention to detail
? Eager to learn and develop new technical skills
? Adaptable, proactive and willing to go the extra mile
Why Liberty?
At Liberty, we're committed to creating an inclusive and supportive workplace where everyone can thrive.
Our values guide everything we do:
People Focused
Always Accountable
Simply Innovative
Helpfully Smart
We invest in our people, support career development, and foster an environment where your ideas and contributions are valued.
Apply Today
If you're an experienced Service Desk Analyst looking for your next challenge with a forward-thinking organisation, we'd love to hear from you.
Join Liberty and help us deliver technology solutions that make a real difference.
Closing Date: 4th December 2026 (We may close earlier due to applicant rates)
Liberty is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.
We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at (url removed)