IT Service Desk Analyst

Newton; Kingston Bagpuize; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Life Assurance

Pension contributions

25 days holiday

Company performance bonus

Job summary

Newton in the United Kingdom is seeking an IT Service Desk Analyst to act as the first line of contact for staff. You will triage tickets, support incidents and service requests, and deliver IT inductions to new joiners.

The role requires strong customer service, analytical thinking, and the ability to work with internal teams and external suppliers. Occasional travel to London and shift flexibility are expected.

Qualifications

• Experience in a similar IT service desk or frontline support role.
• Strong customer service and communication skills.
• Ability to triage tickets and escalate when needed.
• Willingness to work shifts and occasional travel to London.

Responsibilities

• Triaging tickets accurately and promptly in the service desk.
• Manage incidents and service requests per ITIL-inspired process.
• Deliver IT inductions and update onboarding materials.
• Build relationships with Newton stakeholders and suppliers.
• Escalate complex issues to internal teams and 3rd parties.
• Assist in upskilling new team members and contribute to process improvements.
• Travel to London office as needed.

Skills

Excellent customer service

Strong communication skills

Analytical mindset

Problem solving

Self-driven

Teamwork

Tools

FreshService

ServiceNow

Microsoft 365 Admin

Job description

Newton work on all kinds of projects, in virtually any sector. Such as making daily working life simpler and more effective for thousands of supermarket shop floor staff, for instance. Or ensuring more social care service users lead independent lives. Or enabling thousands more patients to be seen in clinics.

The technology we use is 100% cloud-based and is designed to support our extremely mobile workforce. Across the IT Team we are keen to ensure the technology services keep pace with and underpin Newton's ambitions.

The IT Service Desk plays a key role in ensuring that the business can operate effectively and efficiently through their use of technology. Our customers are our colleagues, largely operational consultants delivering exceptional work on client projects across the UK and occasionally beyond.

The IT Service Desk Analyst role is often the first point of contact for IT across the business. Customer service is key to this role and the IT Service Desk Analyst will need to seek to fully understand the needs of the customer and have a real desire to help them get to a successful conclusion.

Key Responsibilities

• Accurately and timely triaging of tickets received into the service desk
• Operating within the Incident and Service Request Management Process that fall within the Service Desk Team. This shall cover, fulfilling service requests, understanding incidents & supporting the individuals/business on the issues that are logged seeing these through to resolution
• Delivering IT inductions and ensure the induction slide deck(s) are therefore kept up to date
• Building relationships with key stakeholders across Newton
• Building some of the relationships with key suppliers that underpin the Service Desk
• Following standard operating procedures with strict adherence and attention to detail and providing feedback to improve them
• Creating new standard operating procedures where/when required, & improving existing ones based on feedback
• Creating workplace documentation and service desk solutions for colleagues and customers to follow to allow for quick resolution of issues
• Owning your own personal development
• Escalating more complex issues to the relevant internal teams and/or 3rd parties to ensure swift and accurate resolutions
• Aiding in upskilling and onboarding of new members to the team, giving them the best opportunity to land successfully
• Being seen as an end user advocate and challenging the internal IT Teams to ensure the IT Service is the best it can be
• Operating within the Newton Problem Management Processes as it relates to service desk
• Operating within the Newton Change Management framework as it relates to the service desk
• Working on projects/process improvements in accordance with the agreed schedule of work to include the creation and maintaining of project plans
• Supporting continual improvement within the Service Desk team
• Flexibility to work morning and evening shifts as required to meet our international operational needs
• Occasional travel to our London office is required to maintain an on-site presence, typically once per month, with additional visits as business needs require

Requirements

You'll be a high calibre individual, with exceptional levels of personal drive and eagerness for personal development. An analytical mind, coupled with strong communication skills and a positive attitude are essential to fit into the Newton culture. You'll have previous experience in a similar role or can demonstrate a passion for supporting customers through technology.

The Successful Candidate Will Also Have/be The Following

• Excellent customer service skills
• A real passion and desire to help people and to have the drive and tenacity to own issues from start to finish
• Able to manage escalations with a level of independence and work with multiple stakeholders
• An strong approach to problem solving and problem management, having detective like skills, taking a positive approach to understand and solve even the most complex problems
• Proactive and consistent in their approach to work and will drive improvement in their areas of responsibility and beyond
• A desire to work as part of a collaborative team and play a key role in helping drive that team forward
• The ability to prioritise their own work and be able to support & own projects and project tasks alongside required BAU activity
• A passion and desire to learn about new systems, tools, & technologies with a technology first solution approach.

It would be great, but not essential, if you also had one or more of the following:

• An understanding of user account management within a Microsoft environment
• An understanding of Office 365 Administration
• Experience in or awareness of ITIL
• Experience in or awareness of supporting the employee lifecycle (Starters, Movers, Leavers) within an IT environment
• Experience in or awareness of Incident/Ticket Logging Systems (ITSM) platforms (FreshService, ServiceNow, etc)
• Experience in or awareness of supporting cloud technologies
• Experience in or awareness of mobile device technologies
• Microsoft Certifications such as MS-900/AI-900/AZ-900

Benefits

Newton maximises the potential of our people, whether in client-based consulting roles, or in head office functions. The prospects for career and personal development in this role are no exception. Our business continues to grow, through our historically effective organic recruitment model and in addition our recent acquisitions and commitment to international expansion. This business growth, alongside our continual striving to add more value from every function of the business creates significant opportunities for those with the right capabilities and attitudes.

Supporting you starts from day one. New joiners often highlight the Newton energy and support they first encounter in the recruitment process and that continues through into their time at Newton. Once in role, you'll get support from several sources - from stretching projects, on-the-job feedback and developmental guidance. You'll have a dedicated and consistent Development Manager to support your career progression. You'll receive regular appraisals and annual pay reviews.

• We offer a highly competitive salary (£30,000 - £35,000) and our generous benefits package includes Life Assurance, Income Protection, pension contributions and 25 days holiday.
• We also offer a company performance bonus scheme, giving our people the opportunity to share in the success of the business.
• Company performance bonuses are typically paid in March and September each year.
• Joining us also brings many social benefits.
• We have a full social calendar with a Spring activity day, Christmas events, a 2-day Summer event and 5 Newton-sponsored weekends a year.