Service Desk Analyst

TN United Kingdom; Newcastle upon Tyne; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An innovative company is seeking a Service Desk Analyst to provide exceptional IT support in a hybrid working environment. This role involves delivering 1st and 2nd line support, managing IT asset inventory, and ensuring all tickets are resolved within SLA. With a commitment to employee wellbeing, the organization offers a range of benefits, including flexible working hours, generous annual leave, and a supportive workplace culture. Join a team that values your contributions and fosters professional growth in a dynamic setting.

Benefits

Hybrid working

25 days annual leave

Discretionary annual bonus

Pension scheme

Flexible working hours

Healthcare Cash Plan

Exclusive retailer discounts

Professional wellbeing app

Enhanced parental leave

Life Assurance

Qualifications

• Experience in providing 1st and 2nd line IT support.
• Strong knowledge of Microsoft operating systems and networking.

Responsibilities

• Provide 1st and 2nd line IT support and maintain user security.
• Handle IT queries professionally, ensuring high customer service.

Skills

2nd line IT support experience

Microsoft desktop operating systems

Microsoft Remote Desktop Services (RDS)

TCP/IP networking skills

Active Directory (AD)/Azure AD

PC hardware and software configuration

Excellent telephone manner

Excellent written communications

Job description

Social network you want to login/join with:

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:

3

Posted:

02.05.2025

Expiry Date:

16.06.2025

Job Description:

Key Responsibilities:

• Provide 1st and 2nd line IT technical support
• Ensure all tickets are logged, prioritised and resolved within SLA.
• Handle all queries professionally and efficiently, maintaining a high degree of customer service
• Ensure IT processes are followed at all times
• Provide hardware and application support
• Ensure tickets are escalated when required to the relevant person / team.
• Create and maintain process and procedure documents
• Maintain user security on all systems
• Assist with Infrastructure tasks
• Assist with 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 be able to demonstrate this in your day to day activities
• Focused and able to work in a methodical way in a busy office environment
• Self-motivated to achieve targets as well as being able to work alongside others as part of a team
• Experience with all Microsoft desktop operating systems and office suite
• Experience with Microsoft Remote Desktop Services (RDS)
• TCP/IP networking skills experience (LAN, WAN, Wi-Fi)
• Knowledge of Active Directory (AD)/Azure AD
• Good understanding of PC hardware and software set-up and configuration
• Excellent telephone manner
• Excellent written communications

Our Benefits:

• Hybrid working – 2 days in the office and 3 days working from home
• 25 days annual leave, rising to 27 days over 2 years’ service and 30 days after 5 years’ service. Plus bank holidays!
• Discretionary annual bonus
• Pension scheme – 5% employee, 6% employer
• Flexible working – we will always consider applications for those who require less than the advertised hours
• Flexi-time
• Healthcare Cash Plan – claim cashback on a variety of everyday healthcare costs
• 100’s of exclusive retailer discounts
• Professional wellbeing, health & fitness app - Wrkit
• Enhanced parental leave, including time off for IVF appointments
• Religious bank holidays– if you don’t celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year.
• Life Assurance - 4 times your salary
• 25% Car Insurance Discount
• 20% Travel Insurance Discount
• Cycle to Work Scheme
• Employee Referral Scheme
• Community support day
• Christmas and Summer parties

Working at SBG

At Somerset Bridge Group we aim to build a sustainable and innovative business focused on underwriting, broking and claims handling of UK motor insurance, offering transparent products and an efficient and fair service to our policy holders.

We are very proud to have been awarded a Silver Accreditation from Investors in People! We recognise that all of our people contribute to our success. That's why we are always looking for talented people to join our team - people who share our vision, who are passionate about what they do, and who want to be part of something special.