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Service Desk Analyst Job

Date: 13-Oct-2021

Location: Liverpool, GB, L21 1LA

Company: Peel Ports

Vacancy - Service Desk Analyst


At Peel Ports we’re already one of the UK’s leading port and logistics companies with ambitious plans to grow and transform the supply chain to benefit our customers. With multiple settings across the UK and a huge choice of career paths, our business offers exciting opportunities. Much of our success depends on our unrivalled facilities and technology. But in our sector, it always comes down to having the right talent. So, if you’ve got what it takes to rise to the challenge, then a potential future with Peel Ports could be for you.


Applicants are invited to apply for the above vacancy within the Group IT Department based at the Port of Liverpool.


Role Purpose: To work in a customer focused environment providing first line support to the Peel Ports Group users, using the required standards, methods and tools as directed. Working as part of a team to convey and disseminate technical information to the department and wider business.



This role will include the following responsibilities:


- Management of calls, recognising when an issue is not readily resolvable and taking the appropriate steps to escalate the problem, allowing for a resolution to be found

- Investigate and provide solutions for issues raised from  calls to the service desk from either internal or external sources, via telephone or email

- Use the formal call logging system and be responsible for the quality of the information recorded

- Use initiative to ensure all questions surrounding an issue have been covered, making informed decisions on resulting tasks

- Produce clear specifications relating to user problems that ensure timely and efficient solutions

- Carry out testing and investigation, reporting on errors found in order for further escalation to occur


Applicants interested in this role should ideally possess the following skills and experience:


- 5 A*-C GCSEs or equivalent qualification including Maths and English.  Further relevant qualifications would be desired

- Previous experience working with a first line response role, ideally gained within a fast moving IT department

- Experience of working with remote teams across multiple business units is advantageous

- Demonstrate an excellent customer service focus when dealing with incidents and requests

- Understanding of ITIL principles would be advantageous

- Knowledge of MS Windows, MS Windows Server, MS Office 365, MS Active Directory, MS Exchange, Airwatch, MS Hyper-V, and Citrix would be beneficial

- Strong communication skills maintaining good working relationships and a focus on team achievements

- Able to multitask and prioritise own workload whilst working in a fast paced environment


Job Segment: Service Desk, Supply, System Administrator, Logistics, Supply Chain, Customer Service, Operations, Technology