IT Service Desk Analyst

Newtonimpact; Kingston Bagpuize; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Life Assurance

Income Protection

Pension contributions

25 days holiday

Company performance bonus

Job summary

Newton is seeking a Service Desk Analyst to support staff across the UK with IT issues, incident handling and service requests. The role emphasizes customer service, timely triage, and collaboration with IT teams and suppliers.

You will deliver inductions, improve SOPs, and support onboarding while maintaining documentation and contributing to continual service improvements. Travel to London may be required occasionally.

Qualifications

• Excellent customer service skills across IT support.
• Strong problem-solving and escalation management abilities.
• Clear, proactive communication with stakeholders.
• Ability to work in a collaborative team and manage multiple priorities.

Responsibilities

• Triaging tickets quickly and accurately in the service desk.
• Follow incident and service request processes to resolution.
• Deliver IT inductions and keep onboarding materials current.
• Build relationships with key stakeholders and suppliers.
• Follow and improve standard operating procedures.
• Create workplace documentation for quick issue resolution.
• Support personal development and upskilling of teammates.
• Escalate complex issues to relevant teams for swift fixes.
• Assist in project work and process improvements.
• Be an end-user advocate and promote a great IT service.
• Participate in change and problem management within Newton.

Skills

Customer service

Escalation management

Problem solving

Communication

Team player

Adaptability

Tools

FreshService

ServiceNow

ITSM tools

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 therelationships 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 onprojects/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.

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.

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.