Job Description

About PTSG Ltd
PTSG Ltd is a market leader in specialist services to the construction and FM sectors, delivering safety, compliance, and maintenance solutions nationwide.
With a strong commitment to innovation, customer care, and operational excellence, we are expanding our IT Service Desk team to support our continued growth.
We have a 6 month fixed term contract opportunity, with the possibility of a longer term position in the future.
As Service Desk Analyst you will be the first point of contact for IT-related incidents and service requests across PTSG Ltd. This role is key to ensuring colleagues receive professional, efficient, and customer-focused IT support that enables them to work effectively.
This is a full time role, working 8am to 5pm Monday to Friday. You will be based from our open-plan Castleford head office (WF10 5HW), which is just a 5-minute walk from the train station, close to the M62 and A1 and has on-site parking.
What you will be doing:

• Act as the first line of support for IT queries, incidents, and requests via phone, email, and ticketing system.
• Log, prioritise, and categorise tickets accurately, ensuring SLA targets are met.
• Provide first-time fixes wherever possible, escalating to specialist internal departments when necessary.
• Troubleshoot and support hardware, software, networking, and user access issues.
• Administer user accounts, permissions, and security groups in accordance with company policies.
• Support Microsoft 365 applications, collaboration tools, and business-specific systems.
• Maintain accurate documentation of incidents, resolutions, and processes in the knowledge base.
• Deliver excellent customer service by communicating clearly, professionally, and empathetically with end users.
• Contribute to continuous improvement initiatives within the Service Desk function.
• Assist with IT onboarding and offboarding for new starters and leavers.

What we're looking for:

• 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).
• Strong problem-solving skills and a logical approach to troubleshooting.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Ability to work under pressure and manage competing priorities.
• Working knowledge of ITIL best practices.

What in it for you?

• A competitive salary
• 25 days holiday + bank holidays
• Company pension scheme
• Discounts on everyday shopping, fashion, tech, holidays, meals out, gyms & more
• Hybrid working
• On-site parking
• A supportive, friendly office culture, and plenty of chances to learn

Ind1
About PTSG. A short history - an incredible story
PTSG was founded in 2007 to fulfil an industry need for a single provider of multiple specialist services to the construction and FM sectors.
Since then, we've grown steadily, securing major new and renewed contracts that reinforce our role as a trusted, multi-service partner.
The Group, headquartered in Castleford, West Yorkshire, employs around 3,000 people in the UK and Europe. This staffing allows us to mobilise our experts to any site, regardless of location. Consequently, we serve more than 300,000 buildings for over 30,000 customers in a wide range of industry sectors.
Our multinational presence grew substantially with the acquisition of Flame Control in February 2024. Based in the municipality of Harderwijk, the company specialises in fire alarm systems, first aid, evacuation, extinguishing systems and extinguishing agents. Flame Control has a team of 40 specialists that work extensively across the Netherlands. Their specialists work seven days a week to improve fire safety in businesses and residential properties.
Recent national framework and specialist service agreements with Mitie, CBRE, Sodexo, Vinci, BNP Paribas Real Estate, ABM, ISS and others span a wide range of services: * Fall protection and access and safety

• Electrical and lightning protection testing
• Specialist cleaning, maintenance, and facade access
• Fire solutions and compliance
• Water treatment and hygiene

Whether site-specific or nationwide, our packages deliver consistent, scalable service with precision and professionalism.

Skills Required