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ICT Service Desk Analyst
📍 Gosforth Business Park, Newcastle (Hybrid - 2-3 days in office)
💼 Permanent
💰 Salary: £29,171 per annum
⏰ 37 hours per week (4 days, rota working days are 8am-6pm)
🌴 26 days holiday plus your birthday off, rising to 31 days after 3 years service
About the Role
Were looking for an ICT Service Desk Analyst to join a dynamic and forward-thinking digital services team. This role is central to delivering high-quality, customer-focused IT support while contributing to ongoing digital transformation initiatives. Youll provide frontline support across a wide range of technology services, ensuring systems are reliable, accessible, and meet the needs of users across the organisation.
Key Responsibilities
Service Delivery & Support
* Provide 1st and 2nd line IT support during business hours
* Diagnose, troubleshoot and resolve incidents, escalating where necessary
* Fulfil routine service requests and implement approved changes
* Support problem management by identifying and helping resolve recurring issues
* Maintain accurate records of end-user devices and assets
* Provide onsite support as required
Technical & Project Support
* Assist with end-user computing, networking, and infrastructure support
* Contribute to IT projects and digital transformation initiatives
* Support deployment and configuration of hardware and mobile technologies
* Assist with disaster recovery and business continuity planning
Team & Collaboration
* Work collaboratively within the ICT team to deliver excellent service
* Support colleagues across different technical areas when needed
* Contribute to a positive, high-performing team culture
Continuous Improvement
* Help drive service improvements and operational efficiency
* Ensure compliance with policies, procedures, and data protection standards
* Promote innovation and contribute to an agile, improvement-focused environment
About You
Experience & Qualifications
* Relevant ICT qualification (or equivalent experience)
* Experience working in a service desk or IT support environment
* Experience working collaboratively within a team
Knowledge
* Understanding of incident, problem, and change management processes
* Awareness of IT systems, infrastructure, and support environments
* Understanding of data protection and IT governance (desirable)
Skills
* Strong problem-solving and decision-making ability
* Ability to manage workload and meet service level targets
* Good communication and interpersonal skills
* Comfortable working with a range of technologies in a modern IT environment
Personal Attributes
* Customer-focused with a proactive approach
* Reliable, resilient, and able to work under pressure
* Collaborative and supportive team player
* Committed to inclusion, innovation, and continuous improvement
Why Join?
* Work a 4-day week
* Hybrid working for better work-life balance
* Generous holiday allowance that grows with service
* Opportunity to develop your skills across a broad IT environment
* Be part of a team driving meaningful digital transformation
The Red Snapper Recruitment Group is an equal opportunities employer.
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