GSF Car Parts
First Line IT Service Desk Analyst - Wolverhampton
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Job Title: 1st Line Service Desk Analyst
Job Overview
The 1st Line Service Desk Analyst serves as the first point of contact for internal and external customers experiencing technical issues or requiring IT support. This role involves providing excellent customer service, resolving basic technical queries, and escalating complex issues to higher-level support teams. Successful candidates will be proactive, detail-oriented, and eager to assist users in a fast-paced environment.
Key Responsibilities
- Respond to incoming support requests via phone, email, or ticketing system in a timely and professional manner.
- Diagnose and resolve basic hardware, software, and network-related issues, including:
- Password resets
- Printer connectivity
- Application access
- Log all incidents and service requests accurately in the IT service management system, ensuring detailed documentation.
- Escalate unresolved issues to 2nd Line Support or other relevant teams, providing clear handover notes.
- Assist users with step-by-step guidance to troubleshoot common problems and promote self-service options.
- Monitor and follow up on open tickets to ensure timely resolution and customer satisfaction.
- Perform basic account administration tasks, such as:
- User account creation
- Permission changes (following company protocols)
- Adhere to IT policies, procedures, and service level agreements (SLAs).
- Contribute to the maintenance of knowledge base articles and support documentation.
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About You
Skills and Qualifications
- Previous experience in a customer service or IT support role (preferred but not essential).
- Basic understanding of IT systems, including:
- Windows/Mac operating systems
- Microsoft Office Suite
- Common networking concepts
- Strong communication skills, both verbal and written, with a customer-focused attitude.
- Ability to multitask, prioritise, and manage time effectively in a busy environment.
- Problem-solving skills with a keen eye for detail.
- Familiarity with ITIL processes or ticketing systems (e.g., ServiceNow, Zendesk)—a plus.
- A relevant IT certification (e.g., CompTIA A+, Microsoft Fundamentals)—desirable but not required.
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Personal Attributes
- Patient and empathetic, with a passion for helping others.
- Team player, with a willingness to learn and adapt.
- Comfortable working under pressure and managing a high volume of queries.
Working Conditions
- Shift work may be required, including weekends or evenings, depending on business needs.
- Primarily office-based.
About Us
GSF Car Parts is one of the UK’s leading automotive parts distributors, supplying thousands of independent garages across the UK and Ireland with:
- Parts
- Tools
- Garage equipment
- Specialist training
The group operates over 207 branches nationwide, with a turnover exceeding £560 million. Unified under the GSF brand since November 2021, the business benefits from expertise in key areas, including:
- Procurement and supply chain
- Marketing and national accounts
- Integrated IT systems, such as our industry-leading catalogue system, Allicat
- Access to the Group’s national garage programme, Servicesure
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