IT Service Desk Analyst

We are seeking a highly motivated and customer-focused 1st Line Service Desk Analyst to join our dynamic IT Service Desk team based in Longbenton, Newcastle Upon Tyne.

The successful candidate will be the first point of contact for all IT-related enquiries and issues, providing essential support to our users and ensuring the smooth operation of our IT services.

Please note BPSS (Baseline Personnel Security Standard) is an essential requirement for this role. Candidates must pass a BPSS check to be considered.

As part of the IT Service Desk team, you’ll be the first point of contact for users, providing a professional and responsive support service across a range of IT queries and technical issues.

Key responsibilities will include:

• Providing first-line IT support for hardware, software, applications and network-related queries.
• Logging, prioritising and managing incidents and service requests received via phone, live chat and self-service channels.
• Investigating and troubleshooting technical issues, resolving them wherever possible and escalating to 2nd or 3rd line support when required.
• Delivering a high standard of customer service
  , keeping users informed throughout the resolution process and ensuring queries are handled efficiently.
• Maintaining and updating the IT knowledge base
  , ensuring information on common issues and solutions remains accurate and useful.
• Providing users with basic guidance and training on IT systems and applications.
• Maintaining clear and accurate records of incidents, service requests, troubleshooting activity and resolutions.
• Working collaboratively with colleagues across IT to provide a consistent and effective support service
  .

We’re looking for someone with a strong customer-focused approach, good technical knowledge and the ability to confidently support users with day-to-day IT queries and issues.

You’ll ideally have:

• Previous experience working in a Service Desk, IT support or customer support environment
  .
• Experience using IT service management tools
  , such as BMC Helix or Service Now.
• Knowledge and practical experience of AI tools and technologies
  , including Microsoft Copilot, to improve productivity and streamline ways of working.
• A good basic understanding of computer systems, networks and commonly used software applications
  .
• Experience supporting Windows 10/11 and Microsoft 365 applications
  , including Word, Excel, PowerPoint, Teams and Outlook.
• Excellent verbal and written communication skills
  , with the ability to explain technical information clearly to non-technical users.
• Strong analytical and problem- solving skills
  , with the ability to quickly identify and resolve issues.
• A commitment to providing a high standard of customer service
  , maintaining a positive and professional approach.
• The ability to work collaboratively as part of a team
  , building effective relationships with colleagues and users.
• Strong organisation and prioritisation skills
  , with the ability to manage multiple requests and competing priorities effectively.

Day in, day out, our teams deliver some of the UK’s most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.

Why join us?

As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. You’ll have the freedom to shape the package that’s right for you and your life. Here are some of our key benefits:

• Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
• 25 days paid annual leave (pro rata)
• Family friendly…