Service Desk Technician

NorthStandard; Newcastle upon Tyne; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Hybrid working (3 days in the office)

27 days annual leave

Private Medical Insurance

Life Insurance

Structured learning and development

Onsite gym

Job summary

NorthStandard is seeking a Service Desk Technician for our Newcastle Technology department. You will provide first-line IT support to colleagues, diagnosing hardware and software issues, and guiding users remotely by phone and email.

The role requires strong communication, the ability to manage workload independently, and a practical ITIL Foundation and industry certifications. Hybrid working, with three days in the office each week in Newcastle, awaits the successful candidate.

Qualifications

• 6+ months experience in a similar role.
• Strong communication and knowledge sharing skills.
• Experience supporting users in a remote environment.
• Independently manage your own workload.
• Develop inhouse relationships with the Service Desk team and broader IT function.
• ITIL Foundation v4
• CompTIA A+
• Service Desk Analyst (SDI - SDA)

Responsibilities

• Identifying and diagnosing technical issues and problems.
• Supporting colleagues around the business with IT issues and requests.
• Escalating issues in a timely manner to relevant contacts.
• Taking part in the out of hours rota.
• Delivering excellent customer service with clear explanation of technical issues to non-experts.

Skills

Strong communication

Knowledge sharing

Remote support experience

Independent workload management

Relationship building with IT

ITIL Foundation v4

CompTIA A+

SDI SDA

Education

ITIL Foundation v4

CompTIA A+

SDI SDA

Job description

We're looking for someone to join our Newcastle Technology department as a Service Desk Technician.

The purpose of the role is to provide exceptional customer service and support of the IT services to NorthStandard colleagues across our offices.

As the first point of contact you will be providing technical support to end-users who need assistance with their computer hardware or software.

This could involve fixing a technical fault, answering a query or fulfilling a service request, anything that is needed to allow the user to return to work satisfactorily. You will also assist with user rights, passwords, user accounts and basic level security administration.

We are looking for someone who genuinely enjoys what they do and has a determined ‘can do’ attitude. A confident communicator, you should also be able liaise and communicate effectively with internal and external partners at all levels.

Once established into the role, you will join our On Call rota.

What will you be doing?

Key responsibilities will include:

• Identifying and diagnosing technical issues and problems
• Supporting colleagues around the business with IT issues and requests.
• Escalating issues in a timely manner to relevant contacts
• Taking part in the out of hours rota
• You’ll be committed to delivering excellent customer service. Your strong communication skills will help you to diagnose the user’s issue and to explain technical issues in way that non-experts can understand. Most of your work will take place over the phone, by email and through fault finding programmes that enable you to diagnose and fix customer problems remotely.

About you - Skills/Qualifications/Experience

• At least 6 months experience in a similar role
• Strong communication and knowledge sharing skills
• Experience supporting users in a remote environment
• Independently manage your own workload
• Develop inhouse relationships with the Service Desk team and broader IT function
• ITIL Foundation v4
• CompTIA A+
• Service Desk Analyst (SDI - SDA)

Who we are

We are a specialist marine insurer and a member of the International Group of Protection and Indemnity clubs, owned by its shipowner members and controlled by a board of directors drawn from its membership. We’re one of the world’s leading and most influential P&I Clubs. Employing over 600 people globally, we provide an unmatched depth and breadth of expertise to our members.

Our culture and what to expect from us

Our culture is hugely important to us enabling us to fulfil our brand promise, ‘Taking on tomorrow, together’. Together we are empowered, inquisitive and courageous, giving the best of ourselves to our colleagues, customers, members and the communities we serve.

We provide excellent service to members, build long-lasting relationships built on trust and understanding, and treat our colleagues in the same way. It doesn’t matter who you are or what you do, we all act as role models and celebrate our cultural principles.

We provide our people with a fantastic benefits package including:

• Hybrid working (3 days in the office each week)
• 27 days annual leave per annum + bank holidays (rising with length of service).
• Private Medical Insurance.
• Life Insurance
• Structured learning and development with support towards obtaining professional qualifications that are relevant to your job.
• An onsite gym in our Newcastle office and much more…

Salary from £28,000, depending on experience