Service Desk Analyst

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Job description

Location: Newcastle - hybrid. One week in the office, one week remote.

Usual hours:

Remote: 07:00 - 19:00. hrs, can involve 07:00 or 08:00 or 09:30 or 10:30 hrs start.
In office: 08:00 to 16:00 hrs

We are seeking a Service Desk Analyst who will serve as the primary point of contact on the platform for all users. This role involves supporting a range of devices including laptops (Windows and macOS), smartphones (Android and iOS), VoIP systems, and Google Cloud services for standard office tools, along with specialist applications across the estate.

The role requires a minimum of 2 years of experience working on a service desk, with a focus on customer-facing support. You should have experience with tools like SCCM, Active Directory, Jimph, Workspace1, and supporting Google environments, along with familiarity with ITIL practices.

Key Accountabilities:

1. Act as the face of Live Service by delivering first and second line IT support to a diverse range of users.
2. Manage, support, and maintain all hardware devices, including asset tracking.
3. Handle tasks related to building laptops and smartphones, managing phone and IT portal ticket support, and offering in-person user assistance at Tech Hubs.
4. Track and prioritise incidents and service requests, resolving issues within agreed timeframes.
5. Manage the creation and maintenance of corporate accounts for new joiners and leavers.
6. Collaborate closely with the Technology pillar and wider IT team to ensure the efficient delivery and continuous improvement of internal processes.

Key Criteria:

• At least 2 years of experience in a Service Desk environment, with proficiency in customer-facing roles and handling tools such as SCCM, Active Directory, Jimph, and Workspace1.
• The ability to work with Google Workspace and operate effectively within an ITIL environment.
• A strong problem-solving mindset, taking ownership of issues and providing user-focused solutions.
• The capability to explain technical concepts to both technical and non-technical audiences, adapting to new technologies as required.

Desirable Criteria:

• ITIL accreditation or demonstrated experience in an ITIL-based environment.
• Familiarity with Google Workspace and its associated tools.

Security Clearance: SC highly desirable; candidates with active SC clearance will be fast-tracked.

Should you require reasonable adjustments at any point during the recruitment process or if there is a more accessible way for us to communicate, please do let us know.

If you consider yourself to have a disability or if you are a veteran, and you meet the essential criteria for the role, you will be put forward for the Guaranteed Interview' scheme whereby you will have the opportunity to discuss this role and your suitability with a member of the Sourcing team.

As an Equal Opportunities Employer, we provide the best talent and encourage all applications regardless of background, in line with our commitment to diversity, equality and inclusion.

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