Service Desk Analyst

Somerset Bridge Group; North East; Sur place; GBP 30 000 - 34 000; Plein temps

Avantages offerts par ce poste

Hybrid working

25 days annual leave

Discretionary annual bonus

Pension scheme

Flexi-time

Healthcare cash plan

Employee discounts

Cycle to Work Scheme

Wellbeing app

Religious bank holidays

Life Insurance

Car insurance discount

Travel insurance discount

Community support day

Résumé du poste

Somerset Bridge Group in Newcastle is seeking a Service Desk Analyst to join our fixed-term IT Service Desk. You will provide 1st and 2nd line IT support, log tickets, and ensure SLA targets are met while delivering secure, user-friendly help.

You will work on PCI/CDE compliance, support VIP users, assist with infrastructure tasks, maintain CMDB assets, and contribute to knowledge base and training for end users.

Qualifications

• Experience with ticketing platforms and Windows desktops is essential.
• Familiarity with AD and networking concepts is required.
• Strong communication and customer service skills are necessary.

Responsabilités

• Provide 1st & 2nd Line IT Support and resolve tickets within SLA.
• Log, prioritise, and track tickets to ensure timely resolution.
• Support PCI/CDE processes to maintain security compliance.
• Offer VIP IT support and assist with infrastructure tasks.
• Maintain CMDB asset records and document procedures.

Connaissances

Ticketing systems

Windows OS

TCP/IP networking

Active Directory

Hardware & software

Communication

Customer service

Problem solving

Attention to detail

Team collaboration

Time management

Reliability

Integrity

Fresh Service

Remote Desktop Services

Outils

Fresh Service

Remote Desktop Services

Description du poste

Service Desk Analyst

Department: [SBSS] IT Service Delivery

Employment Type: Fixed Term - Full Time

Location: Newcastle

Compensation: £30,000 - £34,000 / year

Description

Contract: fixed term until March 2028
Weekend Working: £250 monthly payment / £3,000 per annum, maximum 8 working weekends in calendar year
The IT Service Desk Analyst plays a crucial role in ensuring the seamless delivery of IT services that enhance the productivity and satisfaction of the user base, regardless of location. By providing timely, intuitive, and responsive support, the analyst minimises downtime and resolves technical issues swiftly, contributing to the overall efficiency and success of the business. Effective communication with all members of the organisation is key, as the analyst adapts to various situations, offering clear and helpful guidance to meet the evolving needs of the business. Additionally, maintaining high standards of service quality, staying updated with technological advancements, and prioritising security and compliance ensures continuous improvement in service delivery.

What you'll be responsible for:

• Provide 1st & 2nd Line IT Support: Deliver timely and effective technical assistance, minimising downtime and enhancing productivity.
• Log, Prioritise, and Resolve Tickets within SLA: Accurately log, prioritise, and resolve support requests to meet service level agreements.
• Handle Queries Professionally: Respond to user queries with professionalism and clear communication, ensuring effective problem-solving.
• Ensure Compliance with Payment Card Industry (PCI)/Cardholder Data Environment (CDE)Processes: Adhere to PCI and CDE processes to maintain security and regulatory compliance.
• Deliver VIP Support: Provide dedicated IT support to VIP users, ensuring their needs are addressed promptly.
• Provide Hardware and Application Support: Offer technical support for hardware and software applications to ensure smooth operation.
• Escalate Tickets When Necessary: Escalate complex issues to the appropriate person/team for resolution.
• Document and Maintain Records: Maintain accurate records of all support requests and process documentation.
• Maintain User Security: Safeguard user data and ensure compliance with security protocols.
• Assist with Infrastructure Tasks: Support infrastructure tasks as needed, contributing to IT management.
• Ensure Asset Accuracy in Configuration Management Database (CMDB): Maintain accurate asset records in the Configuration Management Database (CMDB).
• Attend Site Visits: Provide on-site support and ensure consistent IT services across locations. This may include travel aboard.
• Perform Ad Hoc Tasks: Support flexible IT services as requested, demonstrating adaptability.
• Provide User Training: Offer basic IT training to end-users, improving productivity and reducing recurring issues.
• Monitor IT Systems: Proactively monitor systems for issues and address potential problems before they impact users.
• Maintain Knowledge Base: Update and maintain internal knowledge base with troubleshooting guides and solutions.
• Perform System Updates: Apply regular software and security updates to prevent vulnerabilities.
• Support Disaster Recovery: Assist in backup and recovery efforts, ensuring quick system restoration in case of failure.

What you'll need:

• Technical Proficiency: Skilled in IT tools, systems, and ticketing platforms (e.g., Fresh Service). Experience with Microsoft desktop operating systems and Office suite. Basic understanding of Microsoft Remote Desktop Services (RDS) and TCP/IP networking (LAN, WAN, Wi-Fi).
• Active Directory Knowledge: Basic knowledge of Active Directory (AD) for managing user accounts and permissions.
• Hardware and Software Expertise: Understanding of PC hardware and software setup and configuration, ensuring efficient troubleshooting and support.
• Communication Skills: Strong telephone manner with the ability to communicate effectively both verbally and in writing, providing clear and helpful guidance to users.
• Customer Service: Ability to handle queries professionally and efficiently, maintaining a high degree of customer service.
• Problem-Solving: Strong troubleshooting skills to resolve issues efficiently and effectively.
• Attention to Detail: Accurately identify and resolve issues while maintaining service quality.
• Team Collaboration: Work effectively with cross-­functional teams to resolve complex issues and ensure smooth operations.
• Self-Motivation: Self-motivated to achieve targets and continuously improve service delivery.
• Reliability: Reliable and enthusiastic, consistently demonstrating these qualities in day-to-day activities.
• Focus and Methodology: Focused and methodical in a busy office environment, ensuring tasks are completed efficiently.
• Time Management: Prioritise tasks effectively to meet deadlines and SLA targets.
• Integrity: Trustworthy and honest, delivering high-quality work with passion and demonstrating integrity.

Our Benefits

• Hybrid working – 3 days in the office and 2 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
• Electric vehicle – salary sacrifice scheme
• 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