Technical IT Service Desk Analyst

6 days ago


Wallsend, United Kingdom Gold Group Ltd Full time

**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 providesa 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 broadenyour 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 softwareissues.
- Technical diagnostics of network incidents, liaising with customers and resolver groups through to resolution.
- 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 identifyingand 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

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.



  • Wallsend, United Kingdom Newcastle Building Society Full time

    About the Role Are you a Senior Cyber Security technologist seeking a role working with the latest Cyber Security tools? You could be joining a successful and growing financial services company who has invested in the latest cyber security capabilities. As a Technical Security Analyst, you will be responsible for ensuring that the technical security...


  • Wallsend, North Tyneside, United Kingdom MTrec Technical Full time

    Job SummaryMTrec Technical is seeking an experienced Plumber/Maintenance Technician to fill a permanent position. The successful candidate will be responsible for upholding safe working practices, utilizing SAP software, and prioritizing tasks according to the company's procedures.Responsibilities and TasksParticipate in process improvements and ensure a...

  • Front Desk Associate

    2 weeks ago


    Wallsend, North Tyneside, United Kingdom 10ZIG TECHNOLOGY, INC. Full time

    Job DescriptionGentlemans Haven is seeking a Front Desk Associate for regular work, possibly part-time. As a key member of our team, you will be responsible for managing the front desk, handling cash transactions, and providing exceptional customer service.Cash Handling: You will be responsible for processing cash transactions, managing petty cash, and...

  • IT Incident Analyst

    6 days ago


    Wallsend, United Kingdom Nigel Wright Full time

    **The Company**: Our client is the UK’s leading savings management platform and one of the North East’s most established and successful FinTech companies! They provide savings management and technology services for new challenger banks and established providers across the UK.Their work has earned them an enviable reputation in the market as the best at...


  • Wallsend, North Tyneside, United Kingdom HSB Technical Ltd Full time

    About the Role:This is an exciting opportunity to join HSB Technical Ltd as a Technical Assembly Engineer in our Power & Propulsion sector. You will be responsible for the assembly and testing of high-voltage electrical equipment, working closely with engineering teams to resolve technical issues and improve manufacturing processes.Key...


  • Wallsend, North Tyneside, United Kingdom 10ZIG TECHNOLOGY, INC. Full time

    Gentlemans Haven is looking for a Part-Time Front Desk Clerk to provide exceptional customer service to our clients. The successful candidate will be responsible for handling cash transactions, answering phone calls, updating social media, liaising with clients, and welcoming clients upon arrival.About the Role:Salary: $25-30 per hourPart-time...

  • IT Incident Analyst

    5 days ago


    Wallsend, United Kingdom Newcastle Building Society Full time

    About the Role The IT Service Control team are responsible for a number of core service management practices including; Incident, Knowledge, Problem, Risk, Change & Transition Management. These practices allow us to deliver IT services to our clients to support their operationalbusiness activities. Effective processes are a critical part of the service we...


  • Wallsend, North Tyneside, United Kingdom TEXO Recruitment Full time

    About the RoleWe are seeking a highly skilled professional to fill the position of Technical Field Support Engineer.The successful candidate will be responsible for providing technical support and operational guidance for subsea vehicles & products, both in the factory and at customer locations worldwide as needed.Key Responsibilities:Support product life...

  • Business Analyst

    1 day ago


    Wallsend, United Kingdom Newcastle Building Society Full time

    About the Role Reporting to the Lead Business Analysis, you will complete business analysis activity required to deliver effective business outcomes. Working alongside key business, portfolio and project stakeholders, you will complete investigative work to determine business requirements and specify effective business process solutions through...


  • Wallsend, North Tyneside, United Kingdom Stellantis Apprenticeships Full time

    Key ResponsibilitiesAssist customers with service appointments, provide information, and answer inquiries in a professional and courteous manner.Greet customers professionally and maintain a positive service experience.Coordinate between customers and service technicians to ensure seamless communication and efficient repair processes.Interpret vehicle...


  • Wallsend, North Tyneside, United Kingdom Stoneacre Motor Group. Full time

    About the Role:We are seeking an experienced Motor Vehicle Technician to join our team. As a key member of our workshop, you will be responsible for servicing, repairing, and diagnosing Toyota vehicles to the highest standard. Your expertise and attention to detail will ensure that our customers receive exceptional service and experience.


  • Wallsend, North Tyneside, United Kingdom TEXO Recruitment Full time

    **Job Title:** Technical Support Specialist**Location:** Newcastle Upon Tyne, UK (with international travel)Tech-savvy professionals looking for a new challenge can thrive in this role as a Technical Support Specialist with TEXO Recruitment. You will be responsible for providing technical expertise and support for subsea vehicles and products worldwide.About...


  • Wallsend, North Tyneside, United Kingdom HSB Technical Ltd Full time

    Company OverviewHSB Technical Ltd is a leading provider of electrical services in the UK, delivering high-quality solutions to clients across various industries.We are committed to excellence and strive to build long-term relationships with our customers based on trust, reliability, and exceptional service.


  • Wallsend, North Tyneside, United Kingdom TEXO Recruitment Full time

    About the RoleTEXO Recruitment is seeking a skilled professional with experience working with subsea vehicles and products to work internationally on behalf of our external client based in Newcastle Upon Tyne.The role involves providing hands-on technical support and operational guidance for various subsea equipment, both in the factory and at customer...


  • Wallsend, North Tyneside, United Kingdom HSB Technical Ltd Full time

    Job Summary:We are seeking an experienced Electrical Systems Specialist to join our team at HSB Technical Ltd. As a key member of our Power & Propulsion sector, you will be responsible for the assembly and testing of high-voltage electrical equipment.Key Responsibilities:Assemble and test high-voltage electrical equipment in accordance with technical...


  • Wallsend, North Tyneside, United Kingdom HSB Technical Ltd Full time

    Job Overview:We are seeking a highly skilled High-Voltage Equipment Technician to join our team at HSB Technical Ltd. As a key member of our Power & Propulsion sector, you will be responsible for the assembly and testing of high-voltage electrical equipment, working closely with engineering teams to resolve technical issues and improve manufacturing...


  • Wallsend, United Kingdom Northumbrian WaterEssex & Suffolk Water Full time

    Salary - **up to £43,067** - Location - **Howdon, Wallsend, Tyne & Wear** **About the role** **Sample Scheduling Technical Lead Full Time** **2 years Secondment/ Fixed Term Contract** **Salary - up to £**43,067** **Location - Howdon, Wallsend/Homeworking** **About the role** We have an amazing new opportunity to become our Sample Scheduling...


  • Wallsend, North Tyneside, United Kingdom HSB Technical Ltd Full time

    Electrical Technician Job Overview Company Overview:HSB Technical Ltd is a specialist recruitment agency operating within the Power and Propulsion, Shipbuilding, Shipping and Energy sectors. Our expertise spans across permanent and contract vacancies for various businesses across the UK and overseas. Salary:The salary for this role is £39,200 per annum,...


  • Wallsend, United Kingdom MTrec Recruitment and Training Full time

    **MTrec’s new career opportunity;** Due to the expansion of our client’s operations they are now looking for a Customer Service Advisor to join their team on a permanent basis. You will be based in the office for training then sent to work from home permanently. The company provide a rangeof sales support, customer care and technical support services...


  • Wallsend, North Tyneside, United Kingdom HSB Technical Ltd Full time £39,200

    Electrician - Manufacturing and InstallationWe require an experienced Electrician - Manufacturing and Installation to join our team at HSB Technical Ltd. You will be responsible for the manufacture and installation of electrical equipment.Main Duties:Assemble a range of electrical equipmentOperating in an engineering assembly...