IT Service Desk Analyst – Elevate User Support

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 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.