IT Service Desk Analyst

Location: Newcastle upon Tyne

Job:
Starters Starters Contract type:
Permanent

Schedule:

Full-Time

Location:

Newcastle United Kingdom Offer s is looking for an IT Service Desk Analyst to join our team in Newcastle 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.

The IT Service Desk Analyst is required to support the IT Service Desk Team Leader in providing an efficient, cost effective and customer focused IT Service Desk which provides a single point of contact for all users of IT through the logging and management of all incidents and service requests.

What will you deliver?

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 and working with EQUANS IT resolver groups and third parties where required.

Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution. Including but not limited to Initial diagnostics and support of user logon issues

Initial diagnostics and support of end user computing hardware and software issues

Initial diagnostics and support of Microsoft O365 applications and services

Initial diagnostics and support of core business applications

Initial diagnostics and support of network and remote connectivity issues

Communicate incident resolution or request fulfilment to the customer.

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.

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.

What can we offer you?

On offer is a competitive salary and benefits package. which includes
24 days annual leave (+ public holidays)
Life Cover equivalent to 1.5 times annual salary

Employee discount shopping schemes on major brands and retailers

Gym membership discounts

Cycle to work scheme

Holiday purchase scheme2 corporate social responsibility days per year Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes

Attractive Employee Referral Rewards Scheme Access to our growing employee networks
24/7 Employee Assistance Program and access to mental wellbeing appWho are we looking for?

A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures.

Knowledge of basic computer hardware

Understanding of Networking configurations (LAN/WAN)
Good knowledge of a leading IT Service Management Tool.

Working knowledge of a range of diagnostic utilities.

Knowledge of ITIL processes – particularly Incident Management, Problem Management and Request Fulfilment.

Strong ability to quickly understand user requirements and issues.

Exceptional written and oral communication skills.

Excellent interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Professional telephone manner with ability to remain calm under pressure and be able to express solutions and ideas…