IT Service Analyst

IT Service Analyst

As an IT Service Analyst, you will serve as the primary 1 st line point of contact for internal and external users seeking technical support across our global business. Working as part of our Group IT team, you will log, diagnose, and resolve hardware, software, and network issues via phone, chat, or ticketing systems.

You will play a key operational role in maintaining high user satisfaction, minimising system downtime, and ensuring our technology infrastructure supports our fast-paced supply chain operations.

Join Ligentia!

Your Role:

• Answering, logging, and classifying incoming support requests using IT helpdesk software.
• Diagnosing and resolving technical faults relating to Windows/macOS, Microsoft 365, hardware, printers, and basic networking.
• Using remote management tools to connect to user devices and apply fixes.
• Managing user administration tasks, including setting up user profiles, resetting passwords, and allocating access permissions.
• Escalating complex or unresolved issues to tier-2/tier-3 specialist infrastructure or development teams.
• Documenting troubleshooting steps and resolutions in our knowledge base to improve future response times.
• Providing weekend cover by working one Sunday per month.

What You’ll Need:

Essential

• 5 GCSEs (grade C/4 or above, including Maths and English), a Level 3 IT qualification (e.g. A-Level, BTEC, or T-Level), or equivalent practical IT support experience.
• Hands-on familiarity with Windows and macOS operating systems, Microsoft 365, Active Directory, and basic TCP/IP networking.
• Flexibility and availability to work one Sunday per month as part of the team support schedule.
• Excellent verbal and written communication skills, with a patient and customer-focused approach to problem-solving.
• Proven ability to troubleshoot hardware, software, and basic network issues effectively.

Desirable

• Relevant IT certifications such as CompTIA A+, Microsoft Certified Professional, or ITIL Foundation.
• Understanding of IT service frameworks (e.g., ITIL).
• Practical experience using ServiceNow or similar enterprise IT Service Management helpdesk tools.
• Familiarity with CargoWise or logistics industry software.

Why Ligentia? Why now?

Accelerated growth in one of the most dynamic industries you can imagine. Brilliant customers including some of the world’s leading retailers and best-known brands. A tech vision and roadmap that will turn heads for all the right reasons. And colleagues with high commitment and unrivalled knowledge, combined with low ego. A flexible work environment that is collaborative, stimulating and shares genuine feelgood for the work we do together. However you look at it, Ligentia is a great place to be right now.

Language:

• English