Service Desk Analyst - FTC - YORK - 6 Months

Reed; York and North Yorkshire; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

A leading global provider of IT services based in York City Centre is seeking an IT Service Desk Engineer for a 6-month fixed term contract. The role requires managing IT support calls and providing technical assistance with a hybrid work model (2 days onsite, 3 days remote). Candidates should have solid experience in IT Service Call Management along with a range of technical skills including Active Directory and network protocols.

Qualifications

• Experience in IT Service Call Management.
• Proficiency in remote service tools.
• Skilled in Active Directory Administration.
• Understanding of TCP/IP, DHCP, and DNS.
• Familiarity with Office 365, Intune, and Endpoint.
• Fundamental desktop and network troubleshooting skills.

Responsibilities

• Deliver IT support services via phone, email, and collaboration with IT team.
• Manage customer interactions and log them on Service Now.
• Provide a clear communication channel between customers and IT.
• Maintain high customer service levels and manage expectations.
• Share knowledge of supported products and services.
• Understand the company’s organization and customer base.
• Adhere to Information Security policies.

Skills

IT Service Call Management

Remote service tools proficiency

Active Directory Administration

Understanding of TCP/IP

Understanding of DHCP

Understanding of DNS

Familiarity with Office 365

Familiarity with Intune

Familiarity with Endpoint

Desktop and network troubleshooting

Job description

IT Service Desk Engineer

• Annual Salary: £28,000 - £30,000
• Location: York City Centre / Hybrid (2 days a week onsite, 3 days WFH)
• Job Type: 6 Month Fixed Term Contract (FTC)

Join a global provider of services as an IT Service Desk Engineer. This role is based in the heart of York City Centre with a hybrid working option. You will be the first point of contact for all IT support-related interactions, providing colleagues with the necessary tools and support to excel in their roles.

Day-to-day of the role:

• Deliver services that support business objectives and outcomes, providing technical support, training, and advice via phone, E-Mail, and direct collaboration with the wider IT team.
• Manage customer interactions efficiently and effectively, ensuring all interactions are logged on Service Now with concise notes and accurate ticket assignment.
• Provide a clear communication channel between customers and the IT organisation, managing expectations and setting the standard of behaviour for customer engagement.
• Maintain a high level of customer service, understanding the impact of issues on customers and the business, and managing them appropriately.
• Maintain and share knowledge of supported products and services.
• Understand the company’s organisation and the customers of the Service Desk.
• Adhere to, promote, and support the company’s Information Security policies.

Required Skills & Qualifications:

• Experience in IT Service Call Management.
• Proficiency in remote service tools.
• Skilled in Active Directory Administration.
• Understanding of TCP/IP, DHCP, and DNS.
• Familiarity with Office 365, Intune, and Endpoint.
• Fundamental desktop and network troubleshooting skills.