Service Desk Analyst

IT First Line Service Desk Analyst

• Location: Newcastle
• Salary: £27,000 (4 on 4 off shift after 6 months)
• Job Type: Permanent, Full-time

Join a global organisation headquartered in the vibrant heart of Newcastle as an IT First Line Service Desk Analyst. This role is your chance to be part of a dynamic IT team, providing essential support and making a real impact on our operations.

Day-to-Day of the Role:

• Provide technical support, training, and advice to colleagues across the entire infrastructure via phone, email, walk-up, and chat.
• Collaborate with the wider IT team to resolve issues and improve service delivery.
• Log all interactions on Service Now with concise notes, ensuring accurate assignment of tickets.
• Act as a communication bridge between customers and the IT organisation, managing expectations and setting the standard for customer engagement.
• Maintain a high level of customer service, understanding the impact of issues on customers and the business, and managing them appropriately.
• Continuously update and share knowledge of supported products and services.
• Understand the company's organisation and the customers of the Service Desk.
• Adhere to, promote, and support the company's Information Security policies.

Required Skills & Qualifications:

• Experience in IT Service Call Management.
• Proficiency in remote service tools.
• Active Directory administration.
• Understanding of TCP/IP, DHCP, and DNS.
• IOS and Android device setup and support.
• Proficiency in Microsoft Office 2010 and above.
• Printer support capabilities.
• Fundamental desktop and troubleshooting skills.

Benefits:

• Competitive salary with a unique 4 on 4 off shift pattern after 6 months, enhancing work-life balance.
• Opportunity to work in a global organisation with a strong emphasis on employee satisfaction and professional growth.
• Engaging and supportive work environment where innovation and ideas are encouraged.

To apply for the IT First Line Service Desk Analyst position, please submit your updated CV.