Service Desk Analyst

Somerset Bridge Group; Newcastle upon Tyne; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the UK motor insurance sector is seeking a Service Desk Analyst to provide IT support. You will ensure efficient ticket resolution, maintain high service standards, and assist in IT projects. The role offers hybrid working and comprehensive benefits including annual leave and a pension scheme.

Benefits

Hybrid working: 2 days in-office, 3 days remote

25 days annual leave, increasing with tenure

Discretionary annual bonus

Pension scheme (5% employee, 6% employer)

Flexible working options

Healthcare Cash Plan

Exclusive retailer discounts

Wellbeing and fitness app

Enhanced parental leave

Life Assurance: 4x salary

Cycle to Work Scheme

Qualifications

• 2nd line IT support experience required.
• Excellent telephone manner and written communication skills necessary.
• Reliable, enthusiastic, proactive approach is essential.

Responsibilities

• Provide 1st and 2nd line IT technical support.
• Ensure tickets are logged and resolved within SLA.
• Assist with IT projects and manage local IT asset inventory.

Skills

IT support experience

Customer service skills

TCP/IP networking

Active Directory knowledge

Microsoft OS and Office suite

Job description

Service Desk Analyst, Newcastle upon Tyne

Client:

Somerset Bridge Group

Location:

Newcastle upon Tyne, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

4f2abd3a0fba

Job Views:

10

Posted:

17.06.2025

Expiry Date:

01.08.2025

Job Description:

Key Responsibilities:

• Provide 1st and 2nd line IT technical support
• Ensure all tickets are logged, prioritized, and resolved within SLA
• Handle all queries professionally and efficiently, maintaining high customer service standards
• Follow IT processes at all times
• Provide hardware and application support
• Escalate tickets when necessary to the relevant team
• Create and maintain process and procedure documents
• Maintain user security on all systems
• Assist with infrastructure tasks and IT projects
• Manage the local site IT asset inventory
• Attend site visits at company premises when required

Required Skills/Experience:

• 2nd line IT support experience
• Reliable, enthusiastic, and proactive in daily activities
• Methodical work approach in a busy environment
• Self-motivated with the ability to work in a team
• Experience with Microsoft desktop OS and Office suite
• Experience with Microsoft RDS
• TCP/IP networking skills (LAN, WAN, Wi-Fi)
• Knowledge of Active Directory/Azure AD
• Understanding of PC hardware and software setup
• Excellent telephone manner and written communication skills

Our Benefits:

• Hybrid working: 2 days in-office, 3 days remote
• 25 days annual leave, increasing to 27 after 2 years, and 30 after 5 years, plus bank holidays
• Discretionary annual bonus
• Pension scheme (5% employee, 6% employer)
• Flexible working options and flexi-time
• Healthcare Cash Plan for healthcare costs
• Exclusive retailer discounts
• Wellbeing, health & fitness app - Wrkit
• Enhanced parental leave, including IVF support
• Religious bank holidays for flexible use
• Life Assurance: 4x salary
• Car and travel insurance discounts
• Cycle to Work Scheme
• Employee Referral Scheme
• Community support day, parties, and events

Working at Somerset Bridge Group

We focus on underwriting, broking, and claims handling of UK motor insurance, committed to transparency and fairness. Proudly awarded Silver from Investors in People, we seek talented individuals passionate about our vision and success.