Technical IT Service Desk Analyst

Equans UK & Ireland; Newcastle upon Tyne; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

24 days annual leave

Free parking

Life Cover 1.5x salary

Employee discounts

Gym membership discounts

Cycle to work

Holiday purchase

CSR days

Learning opportunities

Referral rewards

Employee networks

Employee Assistance Program

Job summary

Equans UK & Ireland is seeking a Technical IT Service Desk Analyst for our Newcastle Shared Services office. The role is full-time (37.5 hours/week) with a competitive package and benefits.

You will log and resolve IT incidents, provide first-line triage, and support access management for new starters, with opportunities for on-call support. The team supports a range of IT services, including Windows/Azure/Office 365, SCCM deployments, and IT security practices, contributing to a high-quality

Qualifications

• Qualified in Information Technology or equivalent work experience.
• Strong technical background with knowledge of common software and IT infrastructures.
• Knowledge of basic computer hardware.
• Experience with Windows 10, Microsoft Azure and Office 365.
• Understanding of LAN/WAN networking.
• Familiarity with ITIL incidents, problems and requests.
• Ability to quickly understand user requirements and issues.

Responsibilities

• Answer calls and log ITSM tickets within KPI targets.
• Provide first line support including triage and troubleshooting.
• Own end-to-end through IT Resolver Groups and third parties.
• Log issues in ITSM with full detail and timely administration.
• Manage ITSM queues effectively and stay updated on environment changes.
• Assess urgency and impact by gathering detailed information.
• Escalate high-priority issues to Team Leader/Senior Analyst.
• Provide access management for new starters and leavers.
• Develop skills to guide users on supported software/hardware.
• Perform remote/onsite desktop support and software/hardware upgrades.
• Install software via SCCM and assist with policy compliance.
• Advise employees and managers on IT policies and procedures.
• Ensure proper priority setting and escalation for complaints.
• Support information security by following policies and reporting incidents.
• Assist in transitions of new services into IT Service Desk.
• Support audits for security and GDPR requirements.
• Create or amend IT Service Desk process documentation.
• Suggest improvements to services and processes.

Skills

IT basics

Windows/Azure/Office 365

Networking knowledge

ITIL knowledge

Customer focus

Education

IT qualification

Tools

SCCM

ITSM tools

Job description

Equans is looking for a Technical IT Service Desk Analyst to join our team based at Quorum Business Park on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a competitive salary and benefits package.

You’ll be based at our brand new, super modern Shared Services office in Newcastle, which is a dynamic multifunctional operation, where our people are committed to delivering great services that enable our business to meet its goals.

We invest in our people through a broad range of learning opportunities such as professional qualifications, collective/individual training, and personalised support programmes.

We care about the health and wellbeing of our people and we’re proud of our Better Health at work Gold certification, achieved through various campaigns and activities supporting our employees.

We champion diversity and inclusion in the workplace and have various forums across Shared Services where we encourage our people to take part, get involved and continue to shape and build on the culture we are proud of here at Equans Shared Services.

The Technical IT Service Desk Analyst is required to support the IT Service Desk Team Leader in providing an efficient, cost effective, customer focused IT Service Desk which provides a single point of contact to log, manage and action all customer incidents and service requests.

What will you deliver?

• Answer calls and respond to ITSM tickets within agreed KPI targets whilst adhering to quality monitoring guidelines.
• Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible.
• Retention of end-to-end ownership whilst working with IT Resolver Groups and third parties.
• Log all customer issues in the ITSM system accurately and in full detail, completing all administration within timescales and to a high level of accuracy.
• Adhere to effective ITSM queue management.
• Keep up to date with all changes in the EQUANS environment to facilitate understanding and diagnosis of user faults / requirements to ensure point of call resolution is achievable.
• Assessing the criticality of each situation by being proactive and asking for detailed information to help assess urgency and impact.
• Escalate to the relevant Team Leader/Senior Analyst for any high priority business-critical issues or complaints.
• Provision of access management, including but not limited to onboarding of new starters, new starter inductions, system access modifications and timely processing of leavers.
• Develop skill set to provide guidance on all supported software and hardware deployed by the organisation.
• Perform remote / onsite desktop support, including installing and upgrading of software and hardware components.
• Install new / upgrade existing software packages via SCCM.
• Provide support and advice to employees and line managers, explaining IT related policies and procedures in a timely and effective manner.
• Ensure that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
• Contributing to Information Security by assisting in the preservation of confidentiality, integrity, and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team.
• Support the successful transition of new services and systems into the IT Service Desk support model.
• Support audits (internal and external) by complying with requirements to security policies and GDPR.
• Create or amend documentation of new and existing IT Service Desk processes.
• Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management.
• Actively seek to improve and develop own skills and knowledge base in appropriate areas and stay abreast of new technologies.
• Actively recommend service improvements in process and technologies used by the EQUANS IT services to meet business objectives.
• An opportunity for periodic on call cover to provide first line support to the out of hours support contracts.

On offer is a competitive salary and benefits package, which includes;

• 24 days annual leave(+ public holidays).
• Free parking.
• Life Cover equivalent to 1.5 timesannual salary.
• Employee discount shopping schemes on major brands and retailers.
• Gym membership discounts.
• Cycle to work scheme.
• Holiday purchase scheme.
• 2 corporate social responsibility days per year.
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes.
• Attractive Employee Referral Rewards Scheme.
• Access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network.
• 24/7 Employee Assistance Program and access to mental wellbeing app.

Who are you?

Essential Criteria

• Qualification in the field of Information Technology and / or equivalent work experience.
• A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures.
• Knowledge of basic computer hardware.
• Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions.
• Understanding of Networking configurations (LAN/WAN).
• Good knowledge of a leading IT Service Management Tool.
• Working knowledge of a range of diagnostic utilities.
• Knowledge of ITIL processes – particularly Incident Management, Problem Management and Request Fulfilment.
• Strong ability to quickly understand user requirements and issues.

This role includes a Basic DBS check therefore ability to pass is essential.

Who are we?

In the UK & Ireland, Equans is a provider of sustainable facilities management and regeneration, and cutting‑edge energy and digital services. Our 15,000 employees combine these activities to deliver decarbonisation across the built environment and help businesses, communities, public sector organisations and government to accelerate the transition to a low carbon, resilient world.

Globally, Equans is a world leader in the energy and services sector with operations in 20 countries, 90,000 employees working on 5 continents and a turnover of 19.2 billion euros in 2024. Equans is a subsidiary of the Bouygues group.

Our ambition

At Equans, we are driven by our ambition to be recognised for our operational excellence and as the best place to work for our employees. This commitment extends to achieving global and sustainable performance through Impact, ensuring that everything we do aligns with our core values—Accountability, Respect, Team Spirit, and Service Focus.

We take ownership, act with integrity, and set high standards. We listen, support, and care for one another. We collaborate and build trust to achieve shared goals, always striving to meet our customers' needs in a proactive and pragmatic way. These values shape our culture, strengthen our community, and inspire us to deliver excellence every day.

What's next?

At Equans, we’re committed to building a diverse, respectful and inclusive workplace that truly reflects the communities and markets we serve.

Join us and be part of a culture where every voice is valued, supported by vibrant employee led networks championing inclusion and diversity across gender, ethnicity, disability, LGBTQ+, veterans, parents, and young professionals.

Guided by our core values, we foster a culture of respect, integrity, collaboration, and excellence - empowering our people to deliver outstanding results and be their authentic selves every day. Our approach means we welcome candidates with transferable skills who may not meet every specific requirement, and where possible we support flexible working arrangements and reasonable adjustments to enable success.

For this role, you must have evidence of the right to work in the UK. Certain roles may require applicants to undergo a Disclosure check or security vetting, as noted in the role requirements. A criminal record will not necessarily be a barrier to obtaining a position with us.