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.