Technical IT Service Desk Analyst

Location:

Newcastle upon Tyne, NEWCASTLE UPON TYNE

Equans is looking for a Technical IT Service Desk Analyst to join our team based at Quorum Business Park on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a competitive salary and benefits package.

You'll be based at our brand new, super modern Shared Services office in Newcastle, which is a dynamic multifunctional operation, where our people are committed to delivering great services that enable our business to meet its goals.

We invest in our people through a broad range of learning opportunities such as professional qualifications, collective/individual training, and personalised support programmes.

We care about the health and wellbeing of our people and we’re proud of our Better Health at work Gold certification, achieved through various campaigns and activities supporting our employees.

We champion diversity and inclusion in the workplace and have various forums across Shared Services where we encourage our people to take part, get involved and continue to shape and build on the culture we are proud of here at Equans Shared Services.

The Technical IT Service Desk Analyst is required to support the IT Service Desk Team Leader in providing an efficient, cost effective, customer focused IT Service Desk which provides a single point of contact to log, manage and action all customer incidents and service requests.

• Answer calls and respond to ITSM tickets within agreed KPI targets whilst adhering to quality monitoring guidelines.
• Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible.
• Retention of end-to-end ownership whilst working with IT Resolver Groups and third parties.
• Log all customer issues in the ITSM system accurately and in full detail, completing all administration within timescales and to a high level of accuracy.
• Adhere to effective ITSM queue management.
• Keep up to date with all changes in the EQUANS environment to facilitate understanding and diagnosis of user faults / requirements to ensure point of call resolution is achievable.
• Assessing the criticality of each situation by being proactive and asking for detailed information to help assess urgency and impact.
• Escalate to the relevant Team Leader/Senior Analyst for any high priority business‑critical issues or complaints.
• Provision of access management, including but not limited to onboarding of new starters, new starter inductions, system access modifications and timely processing of leavers.
• Develop skill set to provide guidance on all supported software and hardware deployed by the organisation.
• Perform remote / onsite desktop support, including installing and upgrading of software and hardware components.
• Install new / upgrade existing software packages via SCCM.
• Provide support and advice to employees and line managers, explaining IT related policies and procedures in a timely and effective manner.
• Ensure that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
• Contributing to Information Security by assisting in the preservation of confidentiality, integrity, and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team.
• Support the successful transition of new services and systems into the IT Service Desk support model.
• Support audits (internal and external) by complying with requirements to security policies and GDPR.
• Create or amend documentation of new and existing IT Service Desk processes.
• Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management.
• Actively seek to improve and develop own skills and knowledge base in appropriate areas and stay abreast of new technologies.
• Actively recommend service improvements in process and technologies used by the EQUANS IT services to meet business objectives.
• An opportunity for periodic on call cover to provide first line support to the out of hours support contracts.

• On offer is a competitive salary and benefits package, which includes;
• 24 days annual leave(+ public holidays).
• Free parking.
• Life Cover equivalent to 1.5 times annual salary.
• Employee discount shopping schemes on major brands and…