Technical IT Service Desk Analyst

IT Service Desk Technical Analyst

Newcastle

Hybrid

£20,000-£22,000

Brief

IT Service Desk Technical Analyst needed for a growing well known multinational utilities organisation based in Newcastle. As an IT Service Desk Technical Analyst, you will be providing an efficient, cost effective and customer focused service which provides a single point of contact to log, manage and action all customer incidents and service requests, as well as being a technical escalation point for the IT Service Desk. The role offers an opportunity for professional and personal development that will broaden your experience in the IT industry.

What the role entails:

Some of the main duties of the IT Service Desk Technical Analyst will include:

• Accurately diagnose, respond and resolve Incidents/ Service Requests in a timely fashion to achieve Service Level Agreements via responding to inbound telephony and ITSM Tickets.
• Utilise technical diagnostic utilities to aid with advanced troubleshooting to achieve first time resolution. Including but not limited to User logon issues, Microsoft O365, Network and remote connectivity issues, end user computing hardware and software issues.
• Technical diagnostics of network incidents, liaising with customers and resolver groups through to resolution.
• Provision of access management, including but not limited to Onboarding of new starters, Network account modifications, creation and modification of Office 365 resources, creation and modifications of core business applications, etc.
• Act as technical escalation point for the IT Service Desk Team, retention of end-to-end ownership and working with IT resolver groups and third parties where required.
• Contributing to Information Security by assisting in the preservation of confidentiality, integrity and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team.
• Accurately diagnose, respond and resolve Incidents/ Service Requests in a timely fashion to achieve Service Level Agreements via responding to inbound telephony and ITSM Tickets.
• Correctly log, prioritise, assign, track and respond to incidents and service requests in a timely manner, meeting agreed SLAs, and according to agreed standards and procedures.
• Contributing documentation to the local knowledge base in appropriate areas and stay abreast of new technologies.
• Keep up to date with all changes in the environment to facilitate understanding and diagnosis of user faults / requirements to ensure point of call resolution is achievable.

What experience you need to be the successful IT Service Desk Technical Analyst:

• Qualification in the field of Information Technology and / or equivalent work experience
• A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures
• Knowledge of basic computer hardware
• Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions
• Understanding of Networking configurations (LAN/WAN)
• Good knowledge of a leading IT Service Management Tool
• Working knowledge of a range of diagnostic utilities
• Knowledge of ITIL processes - particularly Incident Management, Problem Management and Request Fulfilment
• Proven experience in a customer facing role
• A good understanding of IT Service Desk challenges
• Proven analytical and problem-solving abilities

This really is a fantastic opportunity for an IT Service Desk Technical Analyst to progress their career. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out!

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.