IT Service Desk Analyst

Job Description

IT Service Desk Analyst

Location: Liverpool (Bootle) – Office-based

Job type: Full time, Permanent

Hours: 37.5 hours per week, Monday-Friday (08:00–17:00)

: 2074

Telent is looking for an IT Service Desk Analyst to join our Network Services team in Bootle, Liverpool, as part of our Managed Service Operations Delivery team.

This telephone-based office role involves logging incidents and service requests, remotely diagnosing and troubleshooting issues, expanding technical knowledge, and handling any onsite hardware work and direct customer interactions.

At Telent, you’ll be empowered to innovate and deliver effective solutions, working alongside technical experts who take pride in the impact they make. Join a high-performing team delivering complex, business-critical services that help keep the nation’s infrastructure connected and protected.

• Provide end-to-end resolution of IT-related incidents and service requests
• Diagnose, resolve, or elevate technical and non-technical issues appropriately
• Act as the first point of contact for incidents, requests, and queries via telephone, email, B2B, and customer portals
• Log and manage tickets accurately within the service management system
• Work to strict SLA and KPI targets
• Maintain strong customer relationships through clear communication and service delivery
• Liaise proactively with suppliers and partner vendors to ensure timely resolutions
• Follow escalation procedures where required
• Provide regular updates to customers and ensure commitments are fulfilled
• Schedule Field Engineers when necessary
• Order spare parts through internal systems
• Attend relevant training sessions

You are a customer-focused IT professional (or aspiring Service Desk Analyst) with a passion for IT technology and troubleshooting. You thrive in a fast-paced environment and enjoy resolving issues directly with customers.

You have an interest in critical IT infrastructure and hands‑on tasks such as password resets, setting up hardware, installing applications, using Azure environments and resolving software faults. Communication is key in this role, so you must be confident handling inbound calls and speaking with customers via telephone / telephony systems.

We provide ongoing training and development, so a willingness to learn and grow is essential.

• Experience in a demanding Helpdesk, Service Desk, Public Sector, or Customer Service environment
• Confident in handling inbound calls
• Experience of 1st Line IT troubleshooting and fault resolution
• Strong interest in IT and problem-solving
• Computer literate, with good working knowledge of Microsoft Word, Teams, Outlook, and Excel
• Comfortable working towards KPIs and performance targets
• ITIL awareness (desirable but not essential)

A career at Telent offers opportunities across sectors, technologies, and customers. As we grow, we rely on our committed teams to deliver high-quality services, and we support that commitment through continuous development and an inclusive culture.

We foster an environment that respects and values difference, celebrates diverse ideas, and enables everyone to thrive.

• 26 days’ holiday plus public holidays, with the option to buy or sell leave
• Company pension scheme
• Access to the Flexible Benefits portal
• Family-friendly policies
• Occupational health and wellbeing support
• Discounts on cinema, restaurants, and shopping through the Telent Reward scheme

• Take Responsibility
• Be Inclusive
• Be Customer Focused

About Telent

Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology. We are part of the UK’s critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you’ll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance.

We work together to make everyday life work better for everyone. You’ll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well.