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Service Desk Analyst

About the role

A well-established company based in Newcastle are looking for a Service Desk Analyst to provide support for all IT services to their user community and all overseas Branch Offices.

The opportunity

You will provide 1st and 2nd line technical support to users, ensuring incidents are resolved in an efficient and professional manner and in line with service level commitments.

You will work collaboratively with the risk and compliance department to ensure business is undertaken ethically and in compliance with applicable regulations.

There is a lot of freedom in this role to explore the best solutions for user issues, and in turn you will be encouraged to develop your technical skills by supporting some challenging and interesting products and technologies.

Key responsibilities

  • Act as the main point of contact for staff needing help and support with IT including major incident support for the business outside of UK core hours.

  • Follow all agreed procedures to capture, categorise and record all incidents and requests in the Helpdesk tool.

  • Retain ownership of tickets and monitor progress with open tickets.

  • Where reasonably practical, resolve the issue directly with the colleagues to achieve “first fix”. This will involve remote connection to a colleague’s PC to fix the problem.

  • Maintain the security of all transactions for user account provisioning.

  • Analyse recorded tickets to prevent avoidable incidents and problems wherever possible.

  • Document solutions and ideas for submission to a knowledge base.

  • Support IT specialists where necessary to resolve problems by testing and implementing solutions.

Company benefits

  • Salary up to £25,000

  • Company pension scheme

  • Occupational sick pay

  • Training and support towards industry recognised certifications


There are plenty of opportunities 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 role, click apply now and a member of our team will be in touch!

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