IT Service Desk Analyst — Hybrid, VIP Support & PCI/CDE

Somerset Bridge Group; Newcastle upon Tyne; On-site; GBP 30,000 - 34,000; Full time

Benefits offered by this job

Hybrid working

25 days annual leave

Discretionary annual bonus

Pension scheme

Flexi-time

Healthcare cash plan

EV salary sacrifice

Employee discounts

Wellbeing resources

Job summary

Somerset Bridge Group is seeking a Service Desk Analyst in Newcastle to join our IT Service Delivery team on a fixed-term, full-time basis until March 2028. The role offers a UK-wide weekend compensation and a structured support environment designed to minimise downtime and maximise user productivity.

You will log and resolve tickets, provide frontline IT assistance, and collaborate with cross-functional teams to ensure secure, compliant, and efficient IT services across the business.

Qualifications

• Technical proficiency with IT tools, systems, and ticketing platforms (Fresh Service).
• Active Directory basics for managing user accounts and permissions.
• Hardware and software setup and configuration, enabling efficient troubleshooting.
• Strong telephone manner and written communication for clear user guidance.
• Customer service-focused approach with professional query handling.
• Good problem-solving skills to resolve issues efficiently.

Responsibilities

• Provide 1st & 2nd Line IT Support: deliver timely and effective technical assistance.
• Log, prioritise, and resolve tickets within SLA to meet service levels.
• Handle queries professionally with clear communication and problem-solving.
• Ensure PCI/CDE compliance and security best practices.
• Deliver VIP support for high-profile users when needed.
• Provide hardware and application support to maintain smooth operations.
• Escalate tickets when necessary to ensure timely resolutions.
• Document and maintain records of all support requests and processes.
• Maintain user security and protect sensitive data.
• Assist with infrastructure tasks to support IT management.
• Maintain CMDB asset accuracy and update records.
• Attend site visits and provide on-site support across locations.
• Perform ad hoc tasks to adapt to changing needs.
• Provide user training to improve productivity and reduce issues.
• Monitor IT systems to preemptively identify problems.
• Maintain and update internal knowledge base with guides and solutions.
• Apply system and security updates to prevent vulnerabilities.
• Support disaster recovery efforts and quick restoration.

Skills

IT Support

Ticketing platforms

Communication skills

Problem-Solving

Tools

Fresh Service

Windows OS

Office 365

RDS

TCP/IP

Job description

Somerset Bridge Group is seeking a Service Desk Analyst in Newcastle to join our IT Service Delivery team on a fixed-term, full-time basis until March 2028. The role offers a UK-wide weekend compensation and a structured support environment designed to minimise downtime and maximise user productivity.

You will log and resolve tickets, provide frontline IT assistance, and collaborate with cross-functional teams to ensure secure, compliant, and efficient IT services across the business.