IT Service Desk Specialist - First Line Support

Equans Group; Newcastle upon Tyne; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

24 days annual leave

Life Cover 1.5x salary

Employee discounts

Gym membership discounts

Cycle to work scheme

Job summary

Equans is hiring an IT Service Desk Analyst in Newcastle on a permanent basis. You will be part of the IT Service Desk, providing first line support and timely incident resolution.

The role focuses on customer service, accurate ticket logging, and close collaboration with IT resolver groups. We welcome applicants with strong ITIL knowledge, experience in incident management, and a proactive approach to learning new technologies.

Qualifications

• ITIL processes knowledge is essential.
• Experience with Incident, Problem and Request Fulfilment is required.
• Proven customer-focused service desk experience.

Responsibilities

• Answer calls and log tickets within KPI targets.
• Provide first line IT support and triage issues.
• Maintain end-to-end ownership with resolver groups.
• Document resolutions and actions clearly in ITSM system.

Skills

ITIL awareness

Incident Management

Problem Management

Request Fulfilment

Customer service

Communication skills

Teamwork

Windows 10

Office 365

Azure basics

Tools

ITSM Tool

Diagnostics utilities

Job description

Equans is hiring an IT Service Desk Analyst in Newcastle on a permanent basis. You will be part of the IT Service Desk, providing first line support and timely incident resolution.

The role focuses on customer service, accurate ticket logging, and close collaboration with IT resolver groups. We welcome applicants with strong ITIL knowledge, experience in incident management, and a proactive approach to learning new technologies.