IT Service Desk Analyst

Equans UK & Ireland; Newcastle upon Tyne; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

24 days annual leave

Life Cover 1.5x salary

Cycle to work scheme

Employee discounts

Learning opportunities

Employee referral rewards

Job summary

Equans is seeking an IT Service Desk Analyst for our Newcastle team on a permanent basis. The role is full-time, 37.5 hours per week, with a competitive salary and benefits package.

You will support the IT Service Desk Team Leader, acting as the single point of contact for users, logging incidents, and handling service requests. Key duties include initial diagnostics, triage, and resolution where possible, along with reporting, documentation, and adherence to GDPR and security policies.

Qualifications

• Experience in first-line IT support and incident handling.
• Familiar with ITIL processes, especially Incident Management.
• Ability to triage and troubleshoot end-user issues.
• Experience with O365 and Azure is beneficial.
• Strong written and verbal communication skills.

Responsibilities

• Answer calls and log IT incidents and service requests within KPI targets.
• Provide first line support, triage and basic troubleshooting to resolve issues.
• Maintain end-to-end ownership and collaborate with resolver groups.
• Use diagnostic tools to aid troubleshooting and achieve first time resolution.
• Communicate resolution updates to customers and document in ITSM.
• Adhere to ITSM queue management and keep documentation current.
• Stay updated on changes in Equans environment and security policies.

Skills

Customer service mindset

Analytical thinking

Clear communication

Team oriented

Problem solving

Tools

Windows 10

Microsoft Azure

Office 365

ITSM tool

Diagnostics utilities

Job description

Equans is looking for an IT Service Desk Analyst to join our team in Newcastle on a permanent basis. This is a full-time role working 37.5 hours per week. On offer is a competitive salary and benefits package.

The IT Service Desk Analyst is required to support the IT Service Desk Team Leader in providing an efficient, cost effective and customer focused IT Service Desk which provides a single point of contact for all users of IT through the logging and management of all incidents and service requests.

What will you deliver?

• Answer calls and respond to ITSM tickets within agreed KPI targets whilst adhering to quality monitoring guidelines.
• Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible.
• Retention of end-to-end ownership and working with EQUANS IT resolver groups and third parties where required.
• Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution. Including but not limited to
  • Initial diagnostics and support of user logon issues
  • Initial diagnostics and support of end user computing hardware and software issues
  • Initial diagnostics and support of Microsoft O365 applications and services
  • Initial diagnostics and support of core business applications
  • Initial diagnostics and support of network and remote connectivity issues
• Communicate incident resolution or request fulfilment to the customer.
• Log all customer issues in the ITSM system accurately and in full detail, completing all administration within timescales and to a high level of accuracy.
• Adhere to effective ITSM queue management.
• Keep up to date with all changes in the EQUANS environment to facilitate understanding and diagnosis of user faults / requirements to ensure point of call resolution is achievable.
• Support audits (internal and external) by complying with requirements to security policies and GDPR.
• Create or amend documentation of new and existing IT Service Desk processes.
• Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management.
• Actively seek to improve and develop own skills and knowledge base in appropriate areas and stay abreast of new technologies.

What can we offer you?

On offer is a competitive salary and benefits package. which includes

• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Cycle to work scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks
• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are we looking for?

• A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures.
• Knowledge of basic computer hardware
• Understanding of Networking configurations (LAN/WAN)
• Good knowledge of a leading IT Service Management Tool.
• Working knowledge of a range of diagnostic utilities.
• Knowledge of ITIL processes – particularly Incident Management, Problem Management and Request Fulfilment.
• Strong ability to quickly understand user requirements and issues.
• Exceptional written and oral communication skills.
• Excellent interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Professional telephone manner with ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels.
• Proven experience in a customer facing role.
• Ability to work well within a team environment.
• A good understanding of IT Service Desk challenges.
• Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions.

Who are we?

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

Equans’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

Equans is a Bouygues group company.

At Equans, we’re committed to building a diverse, respectful and inclusive workplace that truly reflects the communities and markets we serve.

Joining Equans means being part of a culture where every voice is valued, supported by vibrant employee led networks championing inclusion and diversity across gender, ethnicity, disability, LGBTQ+, veterans, parents, and young professionals.

Guided by our core values, we foster a culture of respect, integrity, collaboration, and excellence - empowering our people to deliver outstanding results and be their authentic selves every day. Our approach means we welcome candidates with transferable skills who may not meet every specific requirement, and where possible we support flexible working arrangements and reasonable adjustments to enable success.

For this role, you must have evidence of the right to work in the UK.Certain roles may require applicants to undergo a Disclosure check or security vetting, as noted in the role requirements. A criminal record will not necessarily be a barrier to obtaining a position with us.

As part of our recruitment process, EQUANS uses StaffVetting, our trusted third-party provider, to support the completion of employee background checks. StaffVetting delivers professional screening services in a friendly, efficient, and customer-focused way, helping us ensure the right checks are completed from the start of the application journey.

We are Disability Confident Level 2 members, and we offer the Guaranteed Interview Scheme as part of this commitment. Where feasible, if a candidate applies under the Disability Confident Scheme and they meet all of the essential criteria, we will offer an interview. To find out more about this scheme.

The Equans Resourcing Team manage this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Managers.