Service Desk Analyst

Great British Energy Group; Newcastle upon Tyne; Sur place; GBP 28 000 - 48 000; Plein temps

Résumé du poste

Great British Energy Group is seeking a Service Desk Analyst for an initial 4-month contract, onsite in Newcastle. You will be the first point of contact for users, supporting Windows and MacOS devices, smartphones, VoIP, and Google Cloud services.

Key duties include incident management, asset tracking, deskside support, and account administration for joiners and leavers. SC clearance is essential, with eligibility for security checks.

Qualifications

• Experience working in a service desk or IT support environment.
• Ability to explain technical concepts to non-technical users.
• Experience supporting Windows, macOS devices, smartphones, VoIP and Google Cloud.
• Strong customer service and communication skills.
• Ability to own incidents through to resolution.
• Willing and eligible to undergo SC clearance checks.

Responsabilités

• Be the face of Live Service, providing first and second line support.
• Manage, track and resolve incidents and service requests.
• Support and asset track hardware devices.
• Rotate between phone, IT portal, and deskside assistance.
• Create and manage joiners/leavers corporate accounts.
• Collaborate across the Technology pillar to improve IT processes.

Connaissances

Service Desk

End user support

Troubleshooting

Customer service

Communication

Incident ownership

Description du poste

On behalf of the Infected Blood Compensation Authority we are looking for a Service Desk Analyst (Inside IR35) for an initial 4 month contract. On Site working based in Newcastle.PLEASE NOTE: SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.Operating within the heart of Government, as a Service Desk Analyst you will be acting as the first point of contact for all users operating on the Official platform - supporting an array of laptop devices (Windows and MacOS operating systems), smartphones (Android and iOS), VoIP systems and Google Cloud services for standard office tools. Some specialist applications are also used throughout the estate.As a Service Desk Analyst your main responsibilities will be to:* Be the face of Live Service - providing first and second line support for all IT related issues, interacting with a diverse user base* Manage, support, asset track and maintain all associated hardware devices* Rotation between phone and IT portal ticket support, and user facing assistance at deskside* Track all incidents and service requests, prioritising as necessary and resolving within agreed timescales* Create, issue and manage/maintain corporate accounts for joiners/leavers* Processing service requests* Work collaboratively across the Technology pillar and wider IT Team, ensuring internal processes are delivered efficiently and reviewed and updated as necessaryEssential Skills & Experience* Previous experience working within a Service Desk, IT Support or End User Computing environment.* Strong troubleshooting and problem-solving skills.* Excellent customer service and communication skills.* Experience supporting a range of end-user technologies and devices.* Ability to explain technical concepts clearly to non-technical users.* Proven ability to take ownership of incidents through to resolution.Desirable Skills* ITIL certification or experience working within an ITIL-based environment.* Experience supporting Google Workspace.* Experience supporting MacOS devices.Please be aware that this role can only be worked within the UK and not Overseas.In applying for this role, you acknowledge the following \"this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different\".