Service Desk Analyst
Posted 2 days ago by Reed Technology
£30,000 Per year
Undetermined
Undetermined
Newcastle upon Tyne, UK
Summary: Join a global organization as an IT First Line Service Desk Analyst in Newcastle, where you will provide essential technical support and enhance service delivery within a dynamic IT team. This role involves direct interaction with colleagues and customers, ensuring high levels of service and effective communication. You will be responsible for logging interactions and maintaining knowledge of supported products and services. This position offers a competitive salary and opportunities for professional growth in a supportive work environment.
Key Responsibilities:
- 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.
Key Skills:
- 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.
Salary (Rate): £30,000 yearly
City: Newcastle
Country: UK
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
IT First Line Service Desk Analyst - 12 Month FTC
- Location: Newcastle
- Salary: £27 - £30k
- 9-5 Day Shifts
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.
