1st Line Service Desk Analyst

£29,929 to £29,929 per year, Competitive

Contract Type:

Permanent

Hours:

Full time

Disability Confident:

No

Closing Date:

18/09/2026

Job Title:

1st Line Service Desk Analyst Salary: £29,929

Contract:

Permanent

Location:

Homebased Northwest Weekly

Hours:

35 Hours So…. What is this role exactly?

This is an exciting opportunity for an experienced 1stLine Service Desk Analyst to join our ICT team.

This is an opening for someone looking to continue to develop their IT career with a business that offers homeworking, flexibility, and progression.

We are looking for someone who shares our passion for providing first-class ICT support to our employees whilst ensuring customer service excellence.

What will my working week look like?

You will be primarily homebased, living in the Northwest, within a reasonable travelling distance of our Head Office in Warrington, with the ability to attend meetings, training courses and provide ICT support to our Head Office as and when required, in person an on a rota-based system.

What will I be responsible for doing?

Working as part of the 1stline team you will be the first point of contact for all ICT related issues.

Phone line support

• Answering calls into the Service Desk, triaging, and raising tickets with end users and providing first time fixes where possible.

BAU (Business as Usual) support

• Taking tickets from the Service Desk to work on your own and with support from 2nd and 3rd line colleagues, to fix and fulfil a wide range of incidents and requests across different hardware and applications.

Youggle House support

• Onsite, in person support on a rota-based system, looking after our Head Office ICT, ICT appointments, audio visual meeting rooms, printers and drop ins to the Service Desk.

SLaM (Starters, Leavers and Movers,)

• Once trained, manage our intakes of new staff.

From receiving the requests, creating accounts, and preparing users equipment to delivering the equipment and basic IT instructions to groups of new starters in person at head office, managing accounts that may be moving within the business; ensuring that access levels are kept appropriate and the timely processing of leavers accounts, all on a rota-based system.

• Time set aside for you to undertake training courses to develop your skills in future technologies that the business and Service Desk adopt, set by management.

Utilising your technical ability, you will showcase…. your ability to perform 1stline fixes across a variety of ICT incidents and requests

• utilising the 2ndline team as an escalation point to ensure the customer receives an efficient and effective resolution. your extensive troubleshooting skills working in a hybrid environment. your ability to independently plan and prioritise workload to ensure service levels are maintained. your excellent communication skills, with strong listening and questioning ability, and excellent attention to detail to ensure information is recorded and reported accurately.

Work with the team lead to help develop new and existing procedures that will assist and improve the Service Desk’s operation.

And what would make me stand out from the crowd?

To be successful as a 1stLine Service Desk Analyst, here at YHG you will ideally have… Current experience supporting and troubleshooting MS Windows 11, Office
365 Admin, MS Teams and the Microsoft suite. the ability to diagnose hardware faults across a wide range of equipment, printers, laptops, peripherals, audio visual meeting room equipment, etc. the ability to demonstrate basic network troubleshooting skills. basic knowledge of managed wireless networks, adding devices etc. a strong understanding of Active Directory, user management, SharePoint permissions, security groups and group policy.

the ability to configure and support mobile devices in an MDM environment. strong customer service skills with the ability to communicate effectively at all levels.

A full UK driving licence.

For more detail on the role, please review the role profile available by visiting the vacancy on our website

That all sounds great, what’s in it for me?

In return we offer £29,929 for a 35-hour week, and 23 days (pro-rata for part time) annual leave…