Job Description

Job title: Technical IT Service Desk Analyst

Location: Newcastle - NE12

Contract length: 6 month initial contract - Potential to extend

Shift Pattern: Monday - Friday shifts between 7.30am - 17.30pm on a Rota basis - Onsite to begin with and then potential to go Hybrid once you are embedded into the position

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services are currently recruiting for a Technical IT Service Desk Analyst on behalf of a global Facilities Management company. This role is on a Rota basis between Monday and Friday and shifts are 8 hours between 7.30am and 17.30pm. This role has the potential to extend after the 6 Month contract and aslo has the potential to go Hybrid once you are fully embedded into the role.

The successful Technical Service Desk Analyst will join the Team based at the Newcastle office. The Service Desk Analyst will help support the Service Desk Team leader helping solve any queries and issues in a timely manner. Previous First line Technical experience is a must.

Responsibilities:

Answer calls and respond to ITSM tickets within agreed KPI targets whilst adhering to quality monitoring guidelines.

Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible.

Retention of end-to-end ownership whilst working with IT Resolver Groups and third parties.

Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution. Including

but not limited to

o Initial technical diagnostics and support of user logon issues

o Initial technical diagnostics and support of end user computing hardware and

software issues

o Initial technical diagnostics and support of Microsoft O365 applications and services

o Initial technical diagnostics and support of core business application issues

o Initial technical diagnostics of network incidents, liaising with customers and resolver

groups through to resolution.

Communicate incident resolution or request fulfilment to the customer.

Log all customer issues in the ITSM system accurately and in full detail, completing all

administration within timescales and to a high level of accuracy.

Adhere to effective ITSM queue management.

Keep up to date with all changes in the company's environment to facilitate understanding and diagnosis of user faults / requirements to ensure point of call resolution is achievable.

Assessing the criticality of each situation by being proactive and asking for detailed information to help assess urgency and impact.

Escalate to the relevant Team Leader/Senior Analyst for any high priority business-critical issues or complaints.

Provision of access management, including but not limited to onboarding of new starters, new starter inductions, system access modifications and timely processing of leavers.

Develop a skill set to provide guidance on all supported software and hardware deployed by the organisation.

Perform remote / onsite desktop support, including installing and upgrading of software and hardware components.

Install new / upgrade existing software packages via SCCM.

Provide support and advice to employees and line managers, explaining IT related policies and procedures in a timely and effective manner.

Ensure that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.

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.

Support the successful transition of new services and systems into the IT Service Desk support model.

Support audits (internal and external) by complying with requirements to security policies and GDPR.

Create or amend documentation of new and existing IT Service Desk processes.

Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management.

Actively seek to improve and develop your own skills and knowledge base in appropriate areas and stay abreast of new technologies.

Actively recommend service improvements in process and technologies used by the Companies IT services to meet business objectives.

An opportunity for periodic on call cover to provide first line support to the out of hours support contracts.

Key Skills/ Previous Experience/ Qualifications:

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.

Strong ability to quickly understand user requirements and issues.

Exceptional written and oral communication skills.

Excellent interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Professional telephone manner with ability to remain calm under pressure and be able to

express solutions and ideas to colleagues and users at all levels.

Proven experience in a customer facing role.

Ability to work well within a team environment.

A good understanding of IT Service Desk challenges.

Proven analytical and problem-solving abilities.

We are committed to providing equal employment opportunities and encourage all qualified candidates to apply. While the hiring process may not be expedited, we urge all interested candidates to submit their applications promptly to ensure their consideration.

To apply, please follow the instructions on our application portal. We look forward to receiving your application

If this isn t the role you re looking for right now, please visit our Randstad Enterprise Website. Thank You.