Technical IT Service Desk Analyst

3 days ago

Forest Hall, United Kingdom Randstad Sourceright Full time

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

  • Technical IT Service Desk Analyst

    7 days ago

    Forest Hall, United Kingdom CV-Library Full time

    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...

  • It Service Desk Analyst

    3 weeks ago

    Forest Hall, United Kingdom CV-Library Full time

    Job title: Technical IT Service Desk Analyst Location: Newcastle upon Tyne Quorum Business Park NE12 8BU Contract length: 6 Months (Potential to Extend) Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services are currently recruiting for 2 x Technical IT Service Desk Analyst on behalf of a global company in the sustainable energy...

  • Technical Support Specialist

    2 months ago

    Forest Hall, United Kingdom CV-Library Full time

    Technical Support Specialist Quorum Business Park, Longbenton - NE12 8BU Salary: £23,000 - £25,000 per annum + Performance based bonus Working hours: Full time, 37.5 hours per week, shift pattern between 9am – 8pm Monday-Sunday (5 days on 2 days off) Holidays: 21 days plus bank holidays increases to 23 days plus bank...

  • 2nd Line Support Engineer

    2 months ago

    Forest Hall, United Kingdom CV-Library Full time

    Managed Service Provider IT support would be preferred for this role! The Second Line Engineer embodies a role characterised by diversity and complexity, encompassing elements of 1st, 2nd, and 3rd Line support. This position fosters the development of a seasoned and reliable professional with exceptional teamwork skills, setting a prime example for...

  • 2nd Line Support Engineer

    3 months ago

    Forest Hall, United Kingdom Three Sixty Talent Full time

    Managed Service Provider IT support would be preferred for this role!The Second Line Engineer embodies a role characterised by diversity and complexity, encompassing elements of 1st, 2nd, and 3rd Line support. This position fosters the development of a seasoned and reliable professional with exceptional teamwork skills, setting a prime example for newcomers...

  • Applications Support Analyst

    3 days ago

    Liss Forest, United Kingdom Churchill Living Ltd Full time

    Job Title: Applications Support AnalystLocation: Ringwood, Hampshire, BH24 3SG Rewards & Benefits: Competitive salary, excellent Colleague benefits, ongoing investment into your personal development.About usWe are Churchill Retirement Living, the fastest growing company in the UK retirement house building sector and we're looking for people like you.We're a...

  • Assistant Technical Analyst

    3 weeks ago

    Epping Forest, United Kingdom b3 jobs Ltd Full time

    Technical Assistant to £30,000 Waltham Abbey Food Manufacturing Job ref: 8796 The company This is a privately owned and well-established business with a real passion for what they do. Their products, both own label and branded, are enjoyed by over 4 million people per week. Supplying into foodservice and wholesale, their state-of-the-art production...

  • Prison Catering: Caterer

    5 months ago

    Hall, United Kingdom HM Prison & Probation Service Full time

    **Details**: **Reference number**: - 348426**Salary**: - £30,902 - £32,539- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Administrative Officer- Band 3**Contract type**: - Permanent**Type of role**: - Other**Working pattern**: - Flexible working, Full-time, Job share, Part-time**Number of jobs available**: -...

  • Prison Catering: Caterer

    6 months ago

    Hall, United Kingdom HM Prison & Probation Service Full time

    **Details**: **Reference number**: - 311804**Salary**: - £30,902 - £32,539- See above section on "Hours and salary".- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Administrative Officer- Band 3**Contract type**: - Permanent**Type of role**: - Other**Working pattern**: - Flexible working, Full-time, Job share,...

  • Technical Services Vet

    5 months ago

    Bracknell Forest, United Kingdom BI AH UK Ltd Full time

    **THE POSITION**: We are looking for a Technical Services Vet to join our Pet Technical Services Team on a 12 month fixed term contract basis. As a veterinary surgeon with experience in small animal clinical practice, you will be centric to providing outstanding technical support to not only improve, but ‘transform’ lives for the better, by improving...

  • Service Desk Advisor

    3 weeks ago

    Wyre Forest, United Kingdom Redwood Search Full time

    A Service Advisor role available in a professional, market leading business based in Stourport. Candidates need to have some previous experience in a similar role where they have utilised their strong communication skillset to ensure customer needs are met, and bookings are managed for the team out on the road. If you have a passion for customer service and...

  • Senior IT Technician

    2 months ago

    Forest Hall, United Kingdom CV-Library Full time

    Senior IT Technician Location: Newcastle Salary: £30,000 per annum (basic) + £2,000 per annum (variable performance based) Working hours: Mon – Fri, 40 hours per week (available to work outside core hours) Holidays: 21 days holidays (increasing to 23 days after 1 years’ service) plus bank holidays The Senior Technician will...

  • Site Technical Manager

    3 weeks ago

    Belasis Hall Technology Park, United Kingdom KP Snacks Full time

    Site Technical Manager Billingham based (Home of McCoy's, Wheat Crunchies, pombear and more) The Role Our Billingham factory is situated on a 28 acre site with a workforce of 750, making 29,000 ton of product each year, equating to over a billion packs. As the Technical Manager for our flagship Teesside factory, you will work closely with the Site Plant...

  • Mortgage Services Sales Manager

    1 month ago

    Hall Green, United Kingdom CV-Library Full time

    Job Description The Role We have a rare opportunity for a Mortgage Services Sales Manager to lead a team of 9 Mortgage Consultants across a 7 branches in South East Birmingham. To be successful in managing one of the top performing areas of the business, you will be driven, ambitious and have a can-do attitude. This role has huge potential for growth and...

  • Site Technical Manager

    3 weeks ago

    Belasis Hall Technology Park, United Kingdom KP Snacks Full time

    Site Technical Manager Billingham based (Home of McCoy's, Wheat Crunchies, pombear and more) The Role That factory is situated on a 28 acre site with a workforce of 750, making 29,000 ton of product each year, equating to over a billion packs. Whilst predominantly a branded business we do make products for leading Retail customers. As the Technical...

  • Site Technical Manager

    4 weeks ago

    Belasis Hall Technology Park, United Kingdom KP Snacks Full time

    Site Technical Manager Billingham based (Home of McCoy's, Wheat Crunchies, pombear and more) Permanent Role The Role That factory is situated on a 28 acre site with a workforce of 750, making 29,000 ton of product each year, equating to over a billion packs. Whilst predominantly a branded business we do make products for leading Retail customers. As the...

  • Senior Electrical Design Engineer

    5 days ago

    Liss Forest, United Kingdom Beeby Anderson Recruitment Full time

    The Company: Inter disciplinary construction consultancy established for 60 years with 6 UK offices servicing projects across a variety of sectors up to £40m in value and an impressive portfolio of blue chip clients.The Role: Lead building services design projects within a multidisciplinary team.Provide technical guidance and mentorship to junior engineers.

  • Senior Electrical Design Engineer

    5 days ago

    Liss Forest, United Kingdom Beeby Anderson Recruitment Full time

    The Company: Inter disciplinary construction consultancy established for 60 years with 6 UK offices servicing projects across a variety of sectors up to £40m in value and an impressive portfolio of blue chip clients.The Role: Lead building services design projects within a multidisciplinary team.Provide technical guidance and mentorship to junior...

  • Senior Electrical Design Engineer

    3 days ago

    Liss Forest, United Kingdom Beeby Anderson Recruitment Full time

    The Company: Inter disciplinary construction consultancy established for 60 years with 6 UK offices servicing projects across a variety of sectors up to £40m in value and an impressive portfolio of blue chip clients.The Role: Lead building services design projects within a multidisciplinary team.Provide technical guidance and mentorship to junior...

  • Senior Electrical Design Engineer

    5 days ago

    Liss Forest, United Kingdom Beeby Anderson Recruitment Full time

    The Company: Find out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.Inter disciplinary construction consultancy established for 60 years with 6 UK offices servicing projects across a variety of sectors up to £40m in value and an impressive portfolio of blue chip clients.The Role:...