IT Service Desk Analyst - 1st Line Support & Growth

Equans UK & Ireland; Newcastle upon Tyne; Vor Ort; GBP 28.000 - 36.000; Vollzeit

Benefits dieser Stelle

24 days annual leave

Free parking

Life Cover 1.5x salary

Employee discounts

Gym membership discounts

Cycle to work

Holiday purchase

CSR days

Learning opportunities

Referral rewards

Employee networks

Employee Assistance Program

Zusammenfassung

Equans UK & Ireland is seeking a Technical IT Service Desk Analyst for our Newcastle Shared Services office. The role is full-time (37.5 hours/week) with a competitive package and benefits.

You will log and resolve IT incidents, provide first-line triage, and support access management for new starters, with opportunities for on-call support. The team supports a range of IT services, including Windows/Azure/Office 365, SCCM deployments, and IT security practices, contributing to a high-quality

Qualifikationen

• Qualified in Information Technology or equivalent work experience.
• Strong technical background with knowledge of common software and IT infrastructures.
• Knowledge of basic computer hardware.
• Experience with Windows 10, Microsoft Azure and Office 365.
• Understanding of LAN/WAN networking.
• Familiarity with ITIL incidents, problems and requests.
• Ability to quickly understand user requirements and issues.

Aufgaben

• Answer calls and log ITSM tickets within KPI targets.
• Provide first line support including triage and troubleshooting.
• Own end-to-end through IT Resolver Groups and third parties.
• Log issues in ITSM with full detail and timely administration.
• Manage ITSM queues effectively and stay updated on environment changes.
• Assess urgency and impact by gathering detailed information.
• Escalate high-priority issues to Team Leader/Senior Analyst.
• Provide access management for new starters and leavers.
• Develop skills to guide users on supported software/hardware.
• Perform remote/onsite desktop support and software/hardware upgrades.
• Install software via SCCM and assist with policy compliance.
• Advise employees and managers on IT policies and procedures.
• Ensure proper priority setting and escalation for complaints.
• Support information security by following policies and reporting incidents.
• Assist in transitions of new services into IT Service Desk.
• Support audits for security and GDPR requirements.
• Create or amend IT Service Desk process documentation.
• Suggest improvements to services and processes.

Kenntnisse

IT basics

Windows/Azure/Office 365

Networking knowledge

ITIL knowledge

Customer focus

Ausbildung

IT qualification

Tools

SCCM

ITSM tools

Jobbeschreibung

Equans UK & Ireland is seeking a Technical IT Service Desk Analyst for our Newcastle Shared Services office. The role is full-time (37.5 hours/week) with a competitive package and benefits.

You will log and resolve IT incidents, provide first-line triage, and support access management for new starters, with opportunities for on-call support. The team supports a range of IT services, including Windows/Azure/Office 365, SCCM deployments, and IT security practices, contributing to a high-quality