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Service Desk Analyst

Nigel Wright Recruitment
Job LocationNewcastle Upon Tyne
EducationNot Mentioned
Salary£26,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

THE OPPORTUNITYAn exciting opportunity has emerged within my clients Newcastle office to join the Technology department as aService Desk Technician.Your primary responsibility will be to offer the first point of contact for technical support to end-users encountering challenges with their computer hardware or software. This encompasses troubleshooting technical issues, addressing inquiries, and fulfillingservice requests. Ultimately allowing the user to return to work as quickly as possibleSalary : £26,000Location : Newcastle, City CentreHybrid working : No, this role is based on site 5 days a week. Working Hours : Monday – Friday37.5hours per week (plus occasional out of hours rota)THE ROLEIn this first line service desk role, you will be the first point of contact for users with technical issues. Your goal is to ensure smooth and efficient operations by resolving problems and assisting users in a friendly and helpful manner.Main Duties will include:

  • Identifying and diagnosing issues and problems.
  • Providing advice to colleagues on the appropriate actions to take.
  • Categorizing and documenting reported queries.
  • Escalating unresolved problems.
  • Participating in the out-of-hours rota.
YOUR SKILLS / EXPERIENCEExperience in a similar role and an awareness of ticketing systems would be greatly beneficial.You will be a problem solver with a ‘can do’ attitude. The role requires you to be a confident communicator happy to speak over the phone and with online messages to both internal and external stakeholders. Working to support the wider IT team as they troubleshootacross Windows, Active Directory, Exchange, O365, Azure, computer hardware / software and network systems.Ideally you will hold a certificate such as:
  • ITIL Foundation v4
  • CompTIA A+
Aside from the technical support you will also have suitable soft skills such as:
  • Effective Communication: Ability to articulate technical information in a clear and understandable manner for non-technical users.
  • Customer Service Orientation: Displaying patience, courtesy, and a customer-centric approach when dealing with end-users.
  • Problem-Solving Skills: Demonstrating a proactive and analytical mindset to identify and resolve issues efficiently.
  • Adaptability:The IT landscape evolves rapidly, and an adaptable individual can stay effective in the face of change.
  • Team Collaboration: Working well in a team environment, collaborating with colleagues and other departments to share knowledge and collectively solve complex IT problems.
This is a great opportunity to continue in a career of IT Support for an excellent company who have a large focus around their people and keen to see people progress.If youre interested in learning more, please apply online or reach out to me via email.

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