IT Service Desk Analyst

Reed - Technology; Newcastle upon Tyne; On-site; GBP 27,000; Full time

Job summary

Join a leading public transport provider as an IT First Line Service Desk Analyst in Newcastle. This role offers a dynamic environment where you'll be the first point of contact for IT support, ensuring colleagues have the tools they need to succeed. You'll engage in problem resolution, service improvement, and customer support, all while being part of an innovative team that values your input and well-being. If you're passionate about IT service management and enjoy helping others, this is the perfect opportunity to make a difference in a supportive community.

Qualifications

• Strong knowledge in IT service management and remote support.
• Experience with Active Directory and troubleshooting desktop issues.

Responsibilities

• Provide technical support and training via various communication channels.
• Manage customer interactions and ensure efficient ticket logging.

Skills

IT Service Call Management

Remote service experience

Active Directory Administration

TCP/IP understanding

iOS and Android device setup

Microsoft Office 2010 and above

Printer Support

Desktop troubleshooting skills

Tools

Service Now

Job description

IT First Line Service Desk Analyst
Location: Newcastle
Salary: £27000 4 on 4 off shift after 6 months
Type: Permanent/Fulltime

Our client is one of the UK's leading providers of quality public transport.

The Service Desk is the entry point and ongoing single point of contact for all IT support related interactions.

Responsibilities:

1. Providing colleagues with the tools they need to do their job.
2. Prompt identification, understanding and resolution of issues.
3. Pro-actively working towards issue prevention.
4. Continuous service improvement.

As Service Desk Analyst, you will provide colleagues with support across our entire infrastructure, delivering prompt, professional and customer focused service with every interaction. You will be part of a proud, innovative community where ideas are encouraged, opinions count, and job satisfaction and wellbeing really matter.

Principal Accountabilities:

1. Deliver Services that support business objectives and outcomes, providing technical support, training and advice via phone, email, walk up & chat, collaborating with the wider IT Team when needed and communicating effectively with all stakeholders.
2. Ensure customer interactions are managed efficiently and effectively, logging all interactions on Service Now with concise notes, ensuring accurate assignment of tickets.
3. Provide a clear communication channel between customers and the IT organisation, managing expectations and setting the standard of behaviour for customer engagement.
4. Maintain a high level of customer service, understanding the impact issues have on customers and our business, then managing appropriately.
5. Maintain and share knowledge of supported products and services.
6. Maintain an understanding of the company's organisation and customers of the Service Desk.
7. Adhere to, promote, and support the company's Information Security policies.

Essential Qualifications:

1. IT Service Call Management.
2. Remote service experience.
3. Active Directory Administration.
4. Understanding of TCP/IP, DHCP and DNS.
5. iOS and Android device setup and support.
6. Microsoft Office 2010 and above.
7. Printer Support.
8. Fundamental desktop and troubleshooting skills.

To apply, please send an updated CV.