Service Desk Analyst

Circle Recruitment; North East; Hybrid; GBP 55,000 - 63,000; Full time

Job summary

Circle Recruitment is seeking a Service Desk Analyst for a government client in Newcastle. The role is office based five days a week with occasional work-from-home and a day shift from 8am to 4pm, on a contract until 31/03, paying £300-£340 per day inside IR35.

You will be the first point of contact for users, supporting Windows, MacOS, smartphones, VoIP and Google Cloud services, handling incidents, and providing deskside and portal support.

Qualifications

• Provide first and second line IT support to a diverse user base.
• Handle incidents and service requests across hardware and software.
• Communicate technical information to non-technical users.

Responsibilities

• Act as the first point of contact for users on the Official platform, supporting laptops, smartphones, VoIP, and Google Cloud services.
• Provide both desk-side and portal-based support and resolve issues within agreed timescales.
• Manage hardware assets and track incidents and service requests.
• Collaborate with the IT team to ensure efficient delivery of internal processes.

Skills

First line support

Deskside support

Customer service

Incident management

Technical communication

Tools

Windows

MacOS

VoIP systems

Google Workspace

Job description

Service Desk Analyst

Contract until March

£300 - £340/Day Inside IR35

Newcastle

Clearance: SC

We are seeking a Service Desk Analyst for our Government client based in Newcastle. This role will be office based 5 days per week with the opportunity to wfh on occasion, and the working hours are days are 8am-4pm.

The Service Desk Analyst role will be an initial contract until 31/03 paying between £300 - £340/Day Inside IR35.

This role is inside IR35 - Due to the service of the role it will now be based on an Umbrella solution.

Role Profile:

• 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.
• Support will be provided to a diverse user base
• There may be a requirement for this role to elevate to full time deskside support depending on the needs or the tech hub.
• 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 necessary
• A passion for providing high levels of customer service
• Experience of working in a Service Desk environment
• A problem solver
• Able to maintain both a user and service focus by taking ownership and accountability of issues encountered
• Have experience in explaining technical issues to technical and non technical people, using and understanding new and emerging technologies to support this

It's desirable that you have:

• ITIL accreditation or experience of working in an ITIL environment
• Experience or knowledge of Google Workspace
• Experience or knowledge of MacOS