ICT Service Desk Analyst

Service 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