Service Desk Analyst

Department: [SBSS] IT Service Delivery

Employment Type: Fixed Term
- Full Time

Location: Newcastle

Compensation: £30,000 - £34,000 / year

Contract: fixed term until March 2028

Weekend Working: £250 monthly payment / £3,000 per annum, maximum 8 working weekends in calendar year

The IT Service Desk Analyst plays a crucial role in ensuring the seamless delivery of IT services that enhance the productivity and satisfaction of the user base, regardless of location. By providing timely, intuitive, and responsive support, the analyst minimises downtime and resolves technical issues swiftly, contributing to the overall efficiency and success of the business. Effective communication with all members of the organisation is key, as the analyst adapts to various situations, offering clear and helpful guidance to meet the evolving needs of the business.

Additionally, maintaining high standards of service quality, staying updated with technological advancements, and prioritising security and compliance ensures continuous improvement in service delivery.

• Provide 1st & 2nd Line IT Support:
  Deliver timely and effective technical assistance, minimising downtime and enhancing productivity.
• Log, Prioritise, and Resolve Tickets within SLA:
  Accurately log, prioritise, and resolve support requests to meet service level agreements.
• Handle Queries Professionally:
  Respond to user queries with professionalism and clear communication, ensuring effective problem-solving.
• Ensure Compliance with Payment Card Industry (PCI)/Cardholder Data Environment (CDE)
  Processes:
  Adhere to PCI and CDE processes to maintain security and regulatory compliance.
• Deliver VIP Support:
  Provide dedicated IT support to VIP users, ensuring their needs are addressed promptly.
• Provide Hardware and Application Support:
  Offer technical support for hardware and software applications to ensure smooth operation.
• Escalate Tickets When Necessary:
  Escalate complex issues to the appropriate person/team for resolution.
• Document and Maintain Records:
  Maintain accurate records of all support requests and process documentation.
• Maintain User Security:
  Safeguard user data and ensure compliance with security protocols.
• Assist with Infrastructure Tasks:
  Support infrastructure tasks as needed, contributing to IT management.
• Ensure Asset Accuracy in Configuration Management Database (CMDB):
  Maintain accurate asset records in the Configuration Management Database (CMDB).
• Attend Site Visits:
  Provide on-site support and ensure consistent IT services across locations. This may include travel aboard.
• Perform Ad Hoc Tasks:
  Support flexible IT services as requested, demonstrating adaptability.
• Provide User Training:
  Offer basic IT training to end-users, improving productivity and reducing recurring issues.
• Monitor IT Systems:
  Proactively monitor systems for issues and address potential problems before they impact users.
• Maintain Knowledge Base:
  Update and maintain internal knowledge base with troubleshooting guides and solutions.
• Perform System Updates:
  Apply regular software and security updates to prevent vulnerabilities.
• Support Disaster Recovery:
  Assist in backup and recovery efforts, ensuring quick system restoration in case of failure.

• Technical Proficiency:
  Skilled in IT tools, systems, and ticketing platforms (e.g., Fresh Service). Experience with Microsoft desktop operating systems and Office suite. Basic understanding of Microsoft Remote Desktop Services (RDS) and TCP/IP networking (LAN, WAN, Wi-Fi).
• Active Directory Knowledge:
  Basic knowledge of Active Directory (AD) for managing user accounts and permissions.
• Hardware and Software Expertise:
  Understanding of PC hardware and software setup and…