Premier Technical Services Group Ltd (PTSG)
IT Service Desk Analyst
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IT Service Desk Analyst
Service Desk Analyst – Permanent Full-Time Role (Middleton, Manchester)
About PTSG Ltd
PTSG Ltd is a leading provider of specialist services to the construction and FM sectors, focusing on safety, compliance, and maintenance solutions nationwide.
With a strong dedication to innovation, customer care, and operational excellence, we are expanding our IT Service Desk team to support growth.
As a Service Desk Analyst, you will be the first point of contact for IT-related issues**, ensuring customers receive professional, efficient, and customer-focused support.
📍 Location: Middleton, Manchester (M24 1GQ) ⏲ Hours: 8:00 AM – 5:00 PM, Monday to Friday, full-time permanent role.
Key Responsibilities
- Be the first-line support for IT queries, incidents, and requests via phone, email, and ticketing systems.
- Log, prioritise, and categorise tickets accurately while meeting SLAs.
- Provide first-time fixes where possible; escalate complex issues to specialists.
- Troubleshoot hardware, software, networking, and user access problems.
- Administer user accounts, permissions, and security groups per company policies.
- Support Microsoft 365, collaboration tools, and business-specific systems.
- Maintain an accurate knowledge base for incidents, resolutions, and processes.
- Assist with IT onboarding/offboarding for new starters and leavers.
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Key Requirements
- Previous IT Service Desk or support experience required.
- Familiarity with:
- Microsoft Windows & Office 365
- Active Directory & basic networking
- ITSM ticketing systems (e.g., Freshservice)
- Strong problem-solving & diagnostic skills; logical approach to troubleshooting.
- Exceptional communication & customer service with a first-contact deterrence mindset.
- Ability to manage pressure & competing priorities.
- ITIL best practice knowledge preferred.
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Academic and Cultural Fit
- Armed Forces Community Support: PTSG signs the UK Armed Forces Covenant and offers assistance to veterans/serving personnel.
- Inclusivity Commitment: A diverse & equal opportunities employer.
- Employee Benefits include:
- 25 days holiday (plus bank holidays)
- Company pension scheme (salary sacrifice option)
- Life assurance (3x salary cover)
- Discounts on shopping, fashion, tech, holidays, gyms, and dining
- Free 24/7 online GP access
- On-site parking
About PTSG Group
Our mission is to excel as a great workplace and a trusted business partner, supporting 90,000+ customers across 200,000 buildings in the UK & Europe. Services include Access Safety, Electrical, Building Access, Fire Solutions, and Water Treatment.
Delivering safe, compliant, high-quality solutions is core to PTSG’s culture. Join us to make a tangible impact!
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