Service Desk Analyst

Department: [SBSS] IT Service Delivery

Employment Type: Fixed Term - Full Time

Location: Newcastle

Compensation: £30,000 - £34,000 / year

Description

What you'll be responsible for:

•  Provide 1st & 2nd Line IT Support: Deliver timely and effective technical assistance, minimising downtime and enhancing productivity.
•  Log, Prioritise, and Resolve Tickets within SLA: Accurately log, prioritise, and resolve support requests to meet service level agreements.
•  Handle Queries Professionally: Respond to user queries with professionalism and clear communication, ensuring effective problem-solving.
•  Ensure Compliance with Payment Card Industry (PCI)/Cardholder Data Environment (CDE)Processes: Adhere to PCI and CDE processes to maintain security and regulatory compliance.
•  Deliver VIP Support: Provide dedicated IT support to VIP users, ensuring their needs are addressed promptly.
•  Provide Hardware and Application Support: Offer technical support for hardware and software applications to ensure smooth operation.
•  Escalate Tickets When Necessary: Escalate complex issues to the appropriate person/team for resolution.
•  Document and Maintain Records: Maintain accurate records of all support requests and process documentation.
•  Maintain User Security: Safeguard user data and ensure compliance with security protocols.
•  Assist with Infrastructure Tasks: Support infrastructure tasks as needed, contributing to IT management.
•  Ensure Asset Accuracy in Configuration Management Database (CMDB): Maintain accurate asset records in the Configuration Management Database (CMDB).
•  Attend Site Visits: Provide on-site support and ensure consistent IT services across locations. This may include travel aboard.
•  Perform Ad Hoc Tasks: Support flexible IT services as requested, demonstrating adaptability.
• Provide User Training: Offer basic IT training to end-users, improving productivity and reducing recurring issues.
•  Monitor IT Systems: Proactively monitor systems for issues and address potential problems before they impact users.
•  Maintain Knowledge Base: Update and maintain internal knowledge base with troubleshooting guides and solutions.
•  Perform System Updates: Apply regular software and security updates to prevent vulnerabilities.
•  Support Disaster Recovery: Assist in backup and recovery efforts, ensuring quick system restoration in case of failure.

What you'll need:

•  Technical Proficiency: Skilled in IT tools, systems, and ticketing platforms (e.g., Fresh Service). Experience with Microsoft desktop operating systems and Office suite. Basic understanding of Microsoft Remote Desktop Services (RDS) and TCP/IP networking (LAN, WAN, Wi-Fi).
•  Active Directory Knowledge: Basic knowledge of Active Directory (AD) for managing user accounts and permissions.
•  Hardware and Software Expertise: Understanding of PC hardware and software setup and configuration, ensuring efficient troubleshooting and support.
•  Communication Skills: Strong telephone manner with the ability to communicate effectively both verbally and in writing, providing clear and helpful guidance to users.
•  Customer Service: Ability to handle queries professionally and efficiently, maintaining a high degree of customer service.
•  Problem-Solving: Strong troubleshooting skills to resolve issues efficiently and effectively.
•  Attention to Detail: Accurately identify and resolve issues while maintaining service quality.
•  Team Collaboration: Work effectively with cross-functional teams to resolve complex issues and ensure smooth operations.
•  Self-Motivation: Self-motivated to achieve targets and continuously improve service delivery.
•  Reliability: Reliable and enthusiastic, consistently demonstrating these qualities in day-to-day activities.
•  Focus and Methodology: Focused and methodical in a busy office environment, ensuring tasks are completed efficiently.
•  Time Management: Prioritise tasks effectively to meet deadlines and SLA targets.
•  Integrity: Trustworthy and honest, delivering high-quality work with passion and demonstrating integrity.

Our Benefits

• Hybrid working – 3 days in the office and 2 days working from home
• 25 days annual leave, rising to 27 days over 2 years’ service and 30 days after 5 years’ service. Plus bank holidays!
• Discretionary annual bonus
• Pension scheme – 5% employee, 6% employer
• Flexible working – we will always consider applications for those who require less than the advertised hours
• Flexi-time
• Healthcare Cash Plan – claim cashback on a variety of everyday healthcare costs
• Electric vehicle – salary sacrifice scheme
• 100’s of exclusive retailer discounts
• Professional wellbeing, health & fitness app - Wrkit
• Enhanced parental leave, including time off for IVF appointments
• Religious bank holidays – if you don’t celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year.
• Life Assurance - 4 times your salary
• 25% Car Insurance Discount
• 20% Travel Insurance Discount
• Cycle to Work Scheme   
• Employee Referral Scheme
• Community support day