Service Desk Analyst

Job Description

About the RoleWe have an exciting opportunity for an IT Service Desk Analyst to join our team.Our IT Service Desk is the first point of contact and support for all IT related incidents, requests and escalations. The team supports users via telephone, email and online submissions, with a focus on providing excellent customer service. Alongside loggingincidents and ensuring Service Level Agreements (SLAs) are adhered, you will engage in Incident Management escalations and events outside of SLA.Our Service Desk is a friendly and fast-paced environment and as a Service Desk Analyst, you will be responsible for resolving enquiries at initial point of contact. Ensuring the resolution of more complex enquiries and escalation to second line supportteam. Provide an exceptional level of customer service through clear and concise communication, offering solutions and next steps. Creating and updating procedures and knowledge articles to support knowledge transfer across the team.About YouWere looking for an experienced Service Desk Analyst with excellent communication skills and customer centric ethos. Youll ideally have experience working within a similar environment, however full training will be provided on specifics.Youll be comfortable working in a fast-paced environment in addition to being an effective problem solver. Additionally, youll have good attention to detail, alongside a sound level of knowledge in basic IT administration and an appreciation of a ServiceManagement function.About UsNewcastle Strategic Solutions is the UKs leading savings management platform and one of the North Easts most established and successful FinTechs! We provide savings management and technology services for new challenger banks and established providers acrossthe UK. Our work has earned us an enviable reputation in the market as the best at what we do.As part of Newcastle Building Society you will be working in an exciting, friendly and fast-paced workplace, with amazing opportunities for self-development and career progression where you can realise your potential and do your best work.As an inclusive employer and a member owned mutual, we aim to reflect the communities we serve in order to drive the right colleague, customer and business outcomes. We encourage applications from candidates from a variety of backgrounds and life experiences,providing the diversity of thought required to constructively challenge and drive innovation.For full details along with a comprehensive breakdown of what were looking for, please download the role profile.What do you get in return As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

• A 35-hour weekly contract + flexible working options
• 25 days holiday each year plus bank holidays
• Bonus scheme
• Generous Pension scheme
• Life assurance and income protection
• Access to a range of wellbeing benefits
• Electric car salary sacrifice scheme
• Cycle to Work scheme
• Above statutory family leave entitlement
• The option to buy extra holidays
• Two paid volunteering days each year
• A broad range of learning and development opportunities
• Hybrid working - we welcome any discussions around where, how and when people work including part-time hours.

We have refreshed our approach to recruitment and have outlined a new process of remote selection and on boarding.Upon starting a new role with us, we will ensure you are equipped with the correct tools and technologies to enable you to do your best work within your hybrid arrangement.