IT Service Desk Analyst

Newton work on all kinds of projects, in virtually any sector. Such as making daily working life simpler and more effective for thousands of supermarket shop floor staff, for instance. Or ensuring more social care service users lead independent lives. Or enabling thousands more patients to be seen in clinics.

The technology we use is 100% cloud-based and is designed to support our extremely mobile workforce. Across the IT Team we are keen to ensure the technology services keep pace with and underpin Newton's ambitions.

The IT Service Desk plays a key role in ensuring that the business can operate effectively and efficiently through their use of technology. Our customers are our colleagues, largely operational consultants delivering exceptional work on client projects across the UK and occasionally beyond.

The IT Service Desk Analyst role is often the first point of contact for IT across the business. Customer service is key to this role and the IT Service Desk Analyst will need to seek to fully understand the needs of the customer and have a real desire to help them get to a successful conclusion.

• Accurately and timely triaging of tickets received into the service desk.
• Operating within the Incident and Service Request Management Process that fall within the Service Desk Team. This shall cover, fulfilling service requests, understanding incidents & supporting the individuals/business on the issues that are logged seeing these through to resolution.
• Delivering IT inductions and ensure the induction slide deck(s) are therefore kept up to date.
• Building relationships with key stakeholders across Newton.
• Building some of the relationships with key suppliers that underpin the Service Desk.
• Following standard operating procedures with strict adherence and attention to detail and providing feedback to improve them.
• Creating new standard operating procedures where/when required, & improving existing ones based on feedback.
• Creating workplace documentation and service desk solutions for colleagues and customers to follow to allow for quick resolution of issues.
• Owning your own personal development.
• Escalating more complex issues to the relevant internal teams and/or 3rd parties to ensure swift and accurate resolutions.
• Aiding in upskilling and onboarding of new members to the team, giving them the best opportunity to land successfully.
• Being seen as an end user advocate and challenging the internal IT Teams to ensure the IT Service is the best it can be.
• Operating within the Newton Problem Management Processes as it relates to service desk.
• Operating within the Newton Change Management framework as it relates to the service desk.
• Working on projects/process improvements in accordance with the agreed schedule of work to include the creation and maintaining of project plans.
• Supporting continual improvement within the Service Desk team.
• Flexibility to work morning and evening shifts as required to meet our international operational needs.
• Occasional travel to our London office is required to maintain an on-site presence, typically once per month, with additional visits as business needs require.

You’ll be a high calibre individual, with exceptional levels of personal drive and eagerness for personal development. An analytical mind, coupled with strong communication skills and a positive attitude are essential to fit into the Newton culture. You’ll have previous experience in a similar role or can demonstrate a passion for supporting customers through technology.

The successful candidate will also have/be the following:

• Excellent customer service skills.
• A real passion and desire to help people and to have the drive and tenacity to own issues from start to finish.
• Able to manage escalations with a…