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We have an exciting vacancy within the Technical Support Team for an IT Service Desk Analyst. The role is focused upon the provision of support services to the business and its customers, specifically in the areas of IT support, incident management and minor change. This is an excellent opportunity for a candidate with technical knowledge and/or technical service desk experience. The successful Analyst will join a team covering IT support for the businesses in the UK and Ireland. Along with a salary of £19.814.34 per annum, you will also receive 25 days holiday plus bank holidays, a contributory pension scheme and life assurance.
As an IT Service Desk Analyst, you will:
Support and action requests and incident management of IT System dependencies by accurately capturing and logging details from telephone, email and web portal raised tickets.
Process minor change requests and new starters, leavers, or permission changes to accounts as part of the wider JMLA team from email and web portal submissions.
Support the problem management process and assist with managing root cause analysis of common, recurring, and high severity incidents.
Offer first-line support to businesses and associated systems, inclusive of mobile devices, remote access, and desktop/laptop users; progressing incidents to the appropriate resolvers where unable to complete fixes.
Assist in supporting the company’s desktop and laptop hardware environment.
Work as a member of a team operating on a daily rota, be responsible for undertaking daily workflow activities and liaise with staff, external customers, and their representatives.
Assist with ad hoc project work and duties as and when required.
The ideal IT Service Desk Analyst will have:
A sound IT technical knowledge built by experience of technical support role(s)
Strong Customer Service skills, effective in working with customers at all levels.
Some knowledge of the latest and emerging technologies (Windows 7, Cloud, Linux, Android etc.).
Strong analytical skills.
Ability to work independently across multiple groups in a rapidly changing environment.
Ability to work under tight time constraints.
Self-motivated, independent, and resourceful.
Troubleshooting skills and knowledge of ITIL service operation processes would be highly desirable.
The role is based in Newcastle upon Tyne. However, availability to travel to other UK offices and flexibility for out of hours shift work may be required.
Please note, this role does not qualify for a visa under the current Government guidelines therefore to be considered for this role you must already have the right to work in the UK. Re-location costs will not be granted. You must live in reasonable commuting distance of the site.
To apply for this role as IT Service Desk Analyst, please click apply online and complete the full application process.