Technical IT Service Desk Analyst

Equans Group; Newcastle upon Tyne; On-site; GBP 25,000; Full time

Job summary

A reputable service provider in Newcastle upon Tyne is seeking a Technical IT Service Desk Analyst for a full-time role. The successful candidate will provide first-line IT support, logging incidents accurately and ensuring timely resolutions while adhering to service management standards. A competitive salary of £24,570 per annum is offered along with a comprehensive benefits package, including annual leave, discounts, and professional development opportunities.

Benefits

20 days annual leave plus public holidays

Gym membership discounts

Employee Assistance Program

Free parking

Life cover

Qualifications

• Good understanding of IT infrastructures and basic computer hardware.
• Knowledge of ITIL processes, especially Incident Management.
• Ability to work well within a team environment.

Responsibilities

• Provide first line support including troubleshooting and incident resolution.
• Log and manage customer issues accurately in the ITSM system.
• Communicate incident resolution effectively to customers.

Skills

Knowledge of common software packages

Good technical background

Experience in a customer-facing role

Exceptional written and oral communication skills

Strong analytical and problem-solving abilities

Education

Qualification in Information Technology or equivalent experience

Tools

Microsoft Windows 10

Microsoft Azure

Office 365

Leading IT Service Management Tool

Job description

Equans is looking for a Technical IT Service Desk Analyst to join our team based in Quorum Business Park on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a salary of £24,570 per annum and benefits package.

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 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.
• Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution.
• 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.
• Assess 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 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 supporting Information Security standards, procedures and policies.
• 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.
• Provide periodic on‑call cover to provide first line support to out‑of‑hours support contracts.

What can we offer you?

• Competitive salary of £24,570 per annum.
• 24 days annual leave (plus public holidays).
• Free parking.
• Life Cover equivalent to 1.5 times annual salary.
• Employee discount schemes on major brands and retailers.
• Gym membership discounts.
• Cycle to work scheme.
• Holiday purchase 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 employee networks including WiE, RISE, LGBTQI+, Working Parents, YPN and our Disability Network.
• 24/7 Employee Assistance Program and access to a mental wellbeing app.

Who are we looking for?

• Qualification in the field of Information Technology and/or equivalent work experience.
• Good technical background with knowledge of common software packages and a broad understanding of IT infrastructures.
• Knowledge of basic computer hardware.
• Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions.
• 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 of IT Service Desk challenges.
• Proven analytical and problem‑solving abilities.
• This role includes a Basic DBS check; therefore passing is essential.