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Service Desk Analyst - 6 month FTC
Premier Technical Services Group Ltd (Ptsg)
Service Desk Analyst responsible for handling IT-related incidents, requests, and providing first-line support for hardware, software, and networking issues.
19d ago
Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years), Intermediate (4-7 years)
Part Time
Glasgow, Scotland, United Kingdom
Office Full-Time
Company Size
1,500 Employees
Service Specialisms
Technical Services
Health & Safety
Fire Safety
Mechanical & Electrical
Facilities Management
Cleaning & Maintenance
Sector Specialisms
Construction
Facilities Management
Building Compliance
Access and Safety
Electrical Services
Façade Maintenance
Façade Cleaning
Fire Solutions
Role
What you would be doing
- Act as the first line of support for IT queries, incidents, and requests via phone, email, and ticketing system.
- Troubleshoot and support hardware, software, networking, and user access issues.
- Contribute to continuous improvement initiatives within the Service Desk function.
- Deliver excellent customer service by communicating clearly, professionally, and empathetically with end users.
- Provide first-time fixes wherever possible, escalating to specialist internal departments when necessary.
- Assist with IT onboarding and offboarding for new starters and leavers.
- Administer user accounts, permissions, and security groups in accordance with company policies.
- Log, prioritise, and categorise tickets accurately, ensuring SLA targets are met.
- Maintain accurate documentation of incidents, resolutions, and processes in the knowledge base.
- Support Microsoft 365 applications, collaboration tools, and business-specific systems.
What you bring
- Excellent communication and interpersonal skills with a customer-first mindset.
- Strong problem-solving skills and a logical approach to troubleshooting.
- Previous experience in an IT service desk or technical support role.
- Knowledge of Microsoft Windows, Office 365, Active Directory, and basic networking.
- Familiarity with ITSM ticketing tools (e.g Freshservice or similar).
- Ability to work under pressure and manage competing priorities.
- Working knowledge of ITIL best practices.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- possibility of background checks for new starters and leavers
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Company
Overview
- Founded with a vision to deliver high-quality technical services to diverse sectors.
- Specializes in providing essential maintenance and safety services across multiple industries.
- Known for expertise in areas like industrial services, energy, and water resources.
- Works on complex and large-scale projects, ranging from building safety to industrial systems maintenance.
- Provides services in sectors like commercial buildings, infrastructure, and water resources, ensuring safety and compliance.
- Has completed standout projects with high-profile infrastructure and energy companies to improve operational safety standards.
- Growth is fueled by commitment to innovation, quality, and client satisfaction across diverse technical services.
2,300+ employees
People
Over 2,300 highly skilled individuals work across 47 UK locations.
90%+ retention
Customer Loyalty
Achieves over 90% annual customer retention rate.
£2m+ investment
Proprietary Software
Continually invested over £2 million in proprietary logistics software ('Clarity').
£1.5m investment
Employee Wellbeing
Invested £1.5 million in modern training, office, and relaxation spaces.
- Committed to recruitment, career development, and internal engagement—'creating opportunities for people to develop careers, not just jobs'
By 2030
Net Zero Carbon
Aiming to achieve Net Zero Carbon certification across all offices and sites by 2030 to reduce carbon footprint.
100%
Recycled Packaging
Switched to 100% recycled cardboard for all supply-chain packaging, eliminating non-recyclable plastic.
- Introduced PIR motion sensors and capped heating use in offices to reduce energy consumption
- Piloting solar panels at selected sites with plans for wider rollout
- Monitoring energy use across offices and fleet via detailed spreadsheets to calculate carbon footprint
- Remote temperature monitoring installed with Change Grow Live—resulting in measurable CO₂, water and cost savings
- Trinity offices (Heathrow, MoD Aldershot) have achieved Net Zero Carbon certification
- Rolled out cardboard shredder at Trinity to eliminate plastic in warehouse logistics
- Bamboo products now used in regional offices in place of conventional alternatives
- Invested in cycle-to-work incentives for employees to reduce COâ‚‚ emissions
- From March 2025, beginning gradual rollout of hybrid-electric light commercial vehicle fleet to decarbonise transport operations
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