IT Service Desk Analyst

Equans 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.

• 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.

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
• Cycle to work scheme
• 2 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 app

• 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 to colleagues and users at all levels.
• Proven experience in a customer facing role.
• Ability to work well within a team environment.
• A good understanding…