RSK Group are looking for an IT Service Desk Assistant to join the Group IT Department on a full time basis working 40 hours per week at our office in Helsby, Cheshire. The IT Service Desk Assistant will manage incoming IT-related telephone calls, ensuring issues are logged, categorised, and escalated appropriately while delivering excellent customer service. Key Responsibilities: Serve as the primary point of contact for users, managing and prioritising telephone calls effectively. Accurately log, categorise, and prioritise tickets on the IT Service Desk system. Assist with common queries such as password resets and answering basic queries. Escalate/expedite tickets to 2nd or 3rd line support teams, ensuring all relevant information is captured. Meet targets for call handling, resolution time, and customer satisfaction as set by the IT Service Desk Manager. Person Specification: Strong verbal communication skills and a professional, customer-oriented phone manner. Basic understanding of IT or a desire to learn new skills. Strong interpersonal skills and the ability to work well in a team environment. Ability to handle multiple incoming calls and prioritise tasks efficiently. Experience working with an IT Service Management system (e.g., ServiceNow, Jira, Managed Engine) (desirable). Prior experience in a customer facing role, preferably within an IT or technical support environment (desirable). Experience using Microsoft applications (desirable). Salary and Benefits: Salary £25,396 Company pension scheme Life Assurance A flexible benefits programme including the option to buy and sell holidays, health cash plan, and discounted gym memberships Regular training and ongoing career development RSK Group is an Equal Opportunities Employer IT rskfamily RSK will not accept unsolicited CVs from agencies other than RSK PSL or Secondary agencies.