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IT Desktop Analyst

About the role

An exciting opportunity has arisen for a Desktop Analyst to join one of our Clients IT team in Newcastle. 

They are looking for a proactive and enthusiastic individual with strong technical knowledge to provide technical second line support to the Firm, ensuring the optimum performance of all internal IT systems and processes, as well as consistently delivering excellent customer service and driving forward continuous improvement.

KEY RESPONSIBILITIES

  • Build & Install desktop hardware in accordance with department standards

  • Assist in the effective and efficient day to day operation of the Service Desk Support function

  • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the end user as soon as possible

  • Troubleshoot hardware & software issues

  • Provide comprehensive support (including deskside) for all Microsoft Office and In-house Applications

  • Deal with Support calls relating to the Firm’s IT systems and then act accordingly

  • To perform tasks and all aspects of projects provided by the Service Desk Manager, providing regular progress updates

  • Produce and publish procedural documentation relating to the Support functions

  • Provide cover for the Service Desk function as and when required

  • Ensure all faults are logged, tracked and responded to correctly

  • Escalate and progress incidents to the  Service Desk Manager according to severity

  • Encourage IT awareness and promote IT skills to achieve the Firm's business aims

  • Ensure the effectiveness of the Support Database

KEY ATTRIBUTES/SKILLS

  • Advanced knowledge of Microsoft Office Applications

  • Ability to plan a course of action for given tasks in order to use time available most effectively

  • Ability to maintain effectiveness with changing environments, tasks, responsibilities and people

  • Ability to modify approach or style in order to reach goals

  • Excellent customer service and verbal communication skills – ability to deliver constructive solutions in a helpful and positive manner and to articulate complex technical information suitably to the target audience

  • Adaptable to working in pressurised environments and meeting work targets in a timely manner

  • Flexible to support the needs of the Firm and wider IT department

  • Excellent problem solving skills; able to demonstrate a logical and solution-driven way of thinking

  • Good organisation and time management skills

  • Excellent attention to detail

  • Ability to work independently or as a strong, accountable team member

  • Proven written communication skills

  • Experience of SCCM, InTune, O365 would be beneficial

WORKING ARRANGEMENTS

  • 37.5 hour per week, as agreed with the team

  • Office based

  • Flexibility required to work additional hours when the role requires

  • Willingness to travel to all offices (sometimes at short notice)

BENEFITS

  • Holiday Purchase – offering an additional purchase of 1 working week (pro rata for part-time employee’s). This is open to employee’s when they first join and then again during the flex benefit renewal in December.

  • Healthcare Cash Plan via Westfield Health.

  • Benefit Hub – Offering vouchers and cashback rewards.

  • Cycle 2 Work Scheme.

  • Technology Purchase Scheme.

  • Holiday entitlement linked to continuous length of service:

  • 25 days Holiday

  • Subsidised city centre parking / Annual travel tickets.

  • Life Assurance and Critical Illness cover.

  • Company Sick Pay Scheme after successful completion of probation.

  • Access to 24 hour Employee Assistance Programme.

  • Workplace pension offering up to 6% matched contributions.

  • Hybrid working arrangements.

There are plenty of opportunities in this role to develop your skills and take the next steps in your career with a company that invests in its training and support schemes.

If you’re interested in this position of Technical Support Engineer, click apply now and a member of our team will be in touch!

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