Overview
IT First Line Service Desk Analyst
Location: Newcastle
Salary: £27,000 (4 on 4 off shift after 6 months)
Job Type: Permanent, Full-time
Responsibilities
* Provide technical support, training, and advice to colleagues across the entire infrastructure via phone, email, walk-up, and chat.
* Collaborate with the wider IT team to resolve issues and improve service delivery.
* Log all interactions on Service Now with concise notes, ensuring accurate assignment of tickets.
* Act as a communication bridge between customers and the IT organisation, managing expectations and setting the standard for customer engagement.
* Maintain a high level of customer service, understanding the impact of issues on customers and the business, and managing them appropriately.
* Continuously update and share knowledge of supported products and services.
* Understand the companys organisation and the customers of the Service Desk.
* Adhere to, promote, and support the companys Information Security policies.
Required Skills & Qualifications
* Experience in IT Service Call Management.
* Proficiency in remote service tools.
* Active Directory administration.
* Understanding of TCP/IP, DHCP, and DNS.
* IOS and Android device setup and support.
* Proficiency in Microsoft Office 2010 and above.
* Printer support capabilities.
* Fundamental desktop and troubleshooting skills.
Benefits
* Competitive salary with a unique 4 on 4 off shift pattern after 6 months, enhancing work-life balance.
* Opportunity to work in a global organisation with a strong emphasis on employee satisfaction and professional growth.
* Engaging and supportive work environment where innovation and ideas are encouraged.
How to apply
To apply for the IT First Line Service Desk Analyst position, please submit your updated CV.
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