IT Service Desk Analyst

TN United Kingdom; Newcastle upon Tyne; Hybrid; Full time

Job summary

A leading company is seeking an IT Service Desk Analyst for their Newcastle upon Tyne office. This full-time role involves providing first-line IT support, managing incidents, and collaborating with teams. The position offers a salary starting at £24, with a comprehensive benefits package including annual leave, life cover, and professional development opportunities.

Benefits

24 days annual leave plus public holidays

Life Cover of 1.5 times annual salary

Employee discount schemes

Cycle to work scheme

Two CSR days per year

Learning opportunities and professional development

Employee referral rewards

24/7 Employee Assistance Program

Qualifications

• Strong technical background and knowledge of software and IT infrastructure.
• Understanding of hardware and networking (LAN/WAN).
• Knowledge of ITIL processes.

Responsibilities

• Provide first-line support, including triage and troubleshooting.
• Log all issues accurately in the ITSM system.
• Support incident and problem management processes.

Skills

Communication

Team Collaboration

Customer-facing Experience

Education

Qualification or experience in IT

Tools

ITSM tools

Job description

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IT Service Desk Analyst, Newcastle upon Tyne

Client: EQUANS

Location: Newcastle upon Tyne, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: d70301aab0c1

Job Views: 3

Posted: 15.05.2025

Expiry Date: 29.06.2025

Job Description:

EQUANS is looking for an IT Service Desk Analyst to join our team based in Quorum Business Park on a permanent basis. This is a full-time role working 37.5 hours per week. On offer is a salary of £24, dependant upon skills and experience, as well as a 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.

As a member of our Shared Services team, you will have the ability to work flexibly from our brand-new office space at Quorum Business Park for 2 days each week, with 3 days at home. Our team embraces a culture of flexibility, support, and inclusivity where employee wellbeing and development are prioritized.

This role offers the chance to contribute to a multinational company committed to creating a greener, more connected world. Working at Quorum Business Park, you'll be part of a supportive, dynamic team that values flexibility, collaboration, and wellbeing. The location offers amenities like restaurants, a gym, and excellent transport links, making it a thriving workplace where you can grow and make a difference.

What will you deliver?

• Answer calls and respond to ITSM tickets within agreed KPI targets, adhering to quality guidelines.
• Provide first-line support, including triage and troubleshooting, incident categorization, and resolution where possible.
• Maintain end-to-end ownership and collaborate with resolver groups and third parties as needed.
• Communicate incident resolution or service requests to customers.
• Log all issues accurately in the ITSM system, completing administration within set timescales.
• Manage ITSM queues effectively.
• Stay updated with changes in the EQUANS environment to facilitate understanding and diagnosis.
• Assess situation criticality proactively by gathering detailed information.
• Escalate high-priority issues to the Team Leader/Senior Analyst.
• Support employees and managers by explaining IT policies and procedures.
• Apply priority setting and escalation procedures responsibly and professionally.
• Support incident and problem management processes.
• Contribute to information security by adhering to standards and reporting incidents.
• Assist in transitioning new services and systems into support models.
• Support audits by complying with security policies and GDPR.
• Create or update documentation of IT Service Desk processes.
• Perform ad hoc tasks as requested by IT Management.
• Continuously improve skills and stay updated with new technologies.
• Recommend service improvements to meet business objectives.
• Potentially provide out-of-hours support through periodic on-call duties.

What can we offer you?

Salary of £24, dependant on skills and experience, plus benefits including:

• 24 days annual leave plus public holidays.
• Life Cover of 1.5 times annual salary.
• Employee discount schemes.
• Cycle to work scheme.
• Two CSR days per year.
• Learning opportunities and professional development.
• Employee referral rewards.
• Access to employee networks.
• 24/7 Employee Assistance Program and mental wellbeing support.

Who are we looking for?

• Qualification or experience in IT.
• Strong technical background and knowledge of software and IT infrastructure.
• Understanding of hardware and networking (LAN/WAN).
• Experience with ITSM tools and diagnostic utilities.
• Knowledge of ITIL processes.
• Excellent communication skills and professional manner.
• Customer-facing experience and team collaboration skills.
• Understanding of IT Service Desk challenges.

This role requires a Basic DBS check, and the ability to pass it is essential.

Who are we?

EQUANS is a global leader in energy services, employing nearly , people across over 50 countries, with an annual turnover exceeding 17 billion euros.

In the UK & Ireland, we provide technical, FM, regeneration, and energy services, specializing in smart buildings, green mobility, district & embedded energy, and decentralized renewables.

Our 13,000 UK & Ireland employees help businesses, public sector, and government embrace energy and digital transitions towards a net-zero future.

EQUANS is a Bouygues group company.

What's next?

If interested, please register, apply, and track your progress through our platform. Our Resourcing Team will review your application and contact you.

We are committed to a diverse and inclusive culture where everyone's voice is valued. Join us to be part of a welcoming, supportive environment with active employee networks, including WiE, RISE, LGBTQI+, Working Parents, YPN, and a Disability Network.

Applicants must have the right to work in the UK. We do not offer relocation packages. Some roles may require a Disclosure check, as noted.