IT Service Desk Analyst — 1st Line Support

Equans; Newcastle upon Tyne; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

24/7 Employee Assistance Program

Free parking at Quorum

Learning opportunities

Employee discounts

Cycle to work

CSR days

Wellbeing program

Job summary

Equans Shared Services in Newcastle upon Tyne is hiring a Technical IT Service Desk Analyst to join the IT Service Desk Team, providing first line support for incidents and service requests from staff across the business.

You will log issues in ITSM, perform triage, escalate when needed, manage access for new starters, and assist with software deployment via SCCM while upholding security standards and GDPR.

Qualifications

• IT qualification or equivalent work experience.
• Experience with Windows 10, Azure, Office 365.
• Understanding of LAN/WAN networking.
• Knowledge of ITIL Incident, Problem and Request Fulfilment.

Responsibilities

• Answer calls and log ITSM tickets within KPI targets.
• Provide first line support including triage and troubleshooting.
• Log all issues in ITSM with full detail and timely updates.
• Maintain ITSM queue management and escalation when needed.
• Assist with onboarding of new starters and access management.
• Perform remote/onsite desktop support and software deployments via SCCM.
• Support information security and GDPR compliance.

Skills

IT Infrastructure

Desktop OS

Azure/Office 365

Networking LAN/WAN

ITIL Incident/Problem/Request

Troubleshooting

Education

IT qualification

Tools

ITSM Tool

Job description

Equans Shared Services in Newcastle upon Tyne is hiring a Technical IT Service Desk Analyst to join the IT Service Desk Team, providing first line support for incidents and service requests from staff across the business.

You will log issues in ITSM, perform triage, escalate when needed, manage access for new starters, and assist with software deployment via SCCM while upholding security standards and GDPR.