IT Service Desk Analyst

IT Service Desk Analyst

Salford Quays

Salford Quays
£23,000 to £31,500 (depending on experience)
Closing date:
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We’re looking for an IT Service Desk Analyst to join our Technology team in Salford Quays, Manchester.

The successful applicant will provide a single point of contact for all staff in relation to IT issues and incidents. You'll need to provide exceptional standards of support to all customers and support a variety of products, services and platforms.

Job responsibilities

  • Proactively maintain the desktop, telephony and application infrastructure so that it's supported and failures minimised
  • Log, analyse, triage and prioritise all IT incidents, problems and changes received via all communication channels into the team
  • Ensure that systems/applications/services in own area run and meet business Service Level Agreement (SLA) targets
  • Analyse incident, problem and change data to identify the underlying causes and propose resolutions via Service Improvement Plans
  • Display leadership in area of specialisation, e.g. championing new features and best practice
  • Ensure compliance with company and other relevant standards and regulations at all times
  • Be a technical role model for members of the IT Service Desk team, which will involve technical development through the facilitation of workshops, production of standards, procedures and documentation and running training sessions
  • Support out-of-hours software upgrades/implementations and testing in conjunction with Business Change, GTS and other stakeholders
  • In addition to working shifts to cover Monday to Friday, 07:30 – 20:00, you'll be expected to occasionally work weekends

Skills & experience

  • ITIL Foundation V3 - Mandatory
  • Good experience of enterprise software and application support and delivery
  • knowledge - Mandatory
  • SharePoint (Collaboration Toolkit)
  • Knowledge of service desk / issue logging tools
  • Knowledge of latest MS Office suite
  • Knowledge of MS Windows server
What can we do for you? 
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

We have employee benefit packages to suit your lifestyle, including a company pension scheme, group life assurance, enhanced maternity and paternity pay, professional subscription fees, the opportunity to buy additional holiday, health cash plan, help with travel expenses and the opportunity to take a paid day off each year to do charity work.

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

So, if you’re up for the challenge and wish to join our vibrant and busy team, we want to hear from you today.

Apply for this job


79% of people would recommend a friend to work at First Central

Based on 67 Glassdoor reviews (July 2019)


View all benefits >

Pension scheme

We offer a workplace pension scheme for all employees.

Get your birthday off

We give you an extra day off to celebrate your special day.

Generous holiday entitlement

All employees receive a generous holiday entitlement.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Holiday Extra

We give you the option to buy up to five additional days of annual leave.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.