Service Desk Analyst

Sellick Partnership; North East; On-site; GBP 18,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Professional development

Training opportunities

Competitive salary

Job summary

Sellick Partnership is seeking an experienced ICT Service Desk Analyst to join our growing Technology Services team in County Durham. You will provide high-quality 1st and 2nd line IT support for a modern IT environment.

You’ll help with incidents, service requests, and projects across Windows devices and Microsoft 365 while maintaining asset records and contributing to service improvement. Hybrid working and occasional travel are available.

Qualifications

• Experience working within an IT Service Desk or technical support environment.
• A relevant IT qualification or equivalent practical experience.
• Strong troubleshooting and problem-solving skills.
• Knowledge of Incident, Problem and Change Management best practices.
• Excellent customer service and communication skills.
• Experience supporting Windows devices, Microsoft 365 and end-user hardware.
• The ability to prioritise workload and manage multiple support requests.
• Experience working collaboratively within a technical team.

Responsibilities

• Provide 1st and 2nd line technical support for hardware, software and business applications.
• Diagnose, troubleshoot and resolve incidents, escalating where specialist support is required.
• Deliver routine service requests and approved changes in line with IT service management processes.
• Maintain accurate records of IT assets, incidents and service requests.
• Support the deployment, configuration and management of laptops, desktops, mobile devices and associated technologies.
• Assist with infrastructure, networking and end-user computing projects.
• Contribute to incident, problem and change management activities to improve service performance.
• Provide onsite technical support across organisational locations where required.
• Support business continuity and disaster recovery activities.
• Participate in an on-call and out-of-hours support rota where applicable.
• Work collaboratively with colleagues to identify opportunities for service improvement and digital transformation.
• Deliver excellent customer service, ensuring users receive timely and effective technical support.

Skills

IT Service Desk

Windows OS

Microsoft 365

Customer service

Education

IT qualification or equivalent

Job description

ICT Service Desk Analyst

Location: County Durham

Salary: Up to £30k

Working Pattern: 4 Day week, 8am - 6pm

Office Attendance: Hybrid working, occasional travel to other site

We are recruiting for an experienced ICT Service Desk Analyst to join a growing Technology Services team. This is an exciting opportunity to support a modern IT environment, providing high-quality 1st and 2nd line technical support while contributing to digital transformation and continuous service improvement.

Working as part of a collaborative IT team, you'll be responsible for supporting end users across a broad range of technologies, resolving technical issues, maintaining IT assets, and assisting with infrastructure and business technology projects. You'll play a key role in ensuring technology services remain reliable, secure and customer focused.

Key Responsibilities

• Provide 1st and 2nd line technical support for hardware, software and business applications.
• Diagnose, troubleshoot and resolve incidents, escalating where specialist support is required.
• Deliver routine service requests and approved changes in line with IT service management processes.
• Maintain accurate records of IT assets, incidents and service requests.
• Support the deployment, configuration and management of laptops, desktops, mobile devices and associated technologies.
• Assist with infrastructure, networking and end-user computing projects.
• Contribute to incident, problem and change management activities to improve service performance.
• Provide onsite technical support across organisational locations where required.
• Support business continuity and disaster recovery activities.
• Participate in an on-call and out-of-hours support rota where applicable.
• Work collaboratively with colleagues to identify opportunities for service improvement and digital transformation.
• Deliver excellent customer service, ensuring users receive timely and effective technical support.

About You

• Experience working within an IT Service Desk or technical support environment.
• A relevant IT qualification or equivalent practical experience.
• Strong troubleshooting and problem-solving skills.
• Knowledge of Incident, Problem and Change Management best practices.
• Excellent customer service and communication skills.
• Experience supporting Windows devices, Microsoft 365 and end-user hardware.
• The ability to prioritise workload and manage multiple support requests.
• Experience working collaboratively within a technical team.

Desirable

• ITIL Foundation certification.
• Experience supporting networking, infrastructure or cloud technologies.
• Knowledge of IT asset management and mobile device management.
• Understanding of information security and data protection principles.
• Full UK driving licence.

What's on Offer

• Permanent opportunity within a supportive and collaborative IT team.
• Hybrid working arrangement.
• Opportunities for professional development and technical training.
• Exposure to a broad range of technologies and digital transformation initiatives.
• Opportunity to contribute to service improvement and modernisation projects.
• Competitive salary and comprehensive employee benefits package.

If you're passionate about delivering excellent IT support and enjoy working in a fast-paced, customer-focused environment, we'd love to hear from you.

Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances. Please note, our advertisements use years' experience, hourly rates, and salary levels purely as a guide and we assess applications based on the experience and skills evidenced on the CV. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice on our website