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Service Desk Analyst

About the role

We’re recruiting a Service Desk Analyst to join one of the largest property management organisations in the North East. The role sits within the PMO and will report into the Programme Manager.

Salary: £23,000 - £29,000

The role offers a hybrid working pattern of 37.5hrs between Monday and Friday, with an office based in Newcastle.

Role Description:

  • Provide IT support and advice to internal and external YHN customers whilst delivering high levels of customer service

  • Ensure all incidents and requests made to ICT via a variety of channels are initially diagnosed, accurately logged, prioritised, categorised and progressed to resolution or fulfilment in line agreed procedures and service standards

  • Provide initial support for infrastructure & network issues and queries

  • Contribute to ensuring agreed service standards remain above target

  • Carry out daily checks, system monitoring and fault resolution on a rota basis to ensure YHN’s systems are stable and reliable

  • Escalate tickets that cannot be resolved within the Service Desk in timely manner that compliments the overall mean time to resolution

  • Manage and prioritise own workload whilst managing large call volumes and conflicting demands

  • Ensure that appropriate support documentation is created and maintained and that the ICT support knowledge base is appropriately populated and administered

  • Follow agreed policies and procedures for new starters, leavers and staff moving within YHN, ensuring access management and ICT equipment is allocated or removed as necessary.

  • Assist in the management of service assets from procurement to disposal, updating relevant asset records

  • Investigate minor security breaches in accordance with established procedures and operate agreed logical access controls and security systems

  • Assist in organising and carrying out the moving of ICT equipment, including lifting/carrying

  • Carry out ICT-related administrative tasks as required

  • Assist to source ICT equipment and carry out relevant procurement administration including raising purchase orders and processing invoices whilst seeking value for money

Essential Criteria

  • Demonstrable experience in delivering 1st line support.

  • IT literate with a good knowledge of a range of standard ICT technologies and business applications including Microsoft desktop and collaboration products.

  • Ability to apply IT Service Management principles and processes (ITIL), in relation to the Service Desk function, incident management and request fulfilment.

  • Able to analyse and solve varied problems, and to take a logical approach to situations that are not covered by standard procedures and instructions

  • Able to give concentrated attention to a range of different types of activities, and to cope with conflicting demands and deadlines resulting from service standards, customer need or other business priorities

  • Understand the fundamentals of information governance and information security, and be able to apply this to ICT activities and customer requirements

  • Excellent communication skills both oral and written

  • Demonstrates and eye for detail with excellent organisation skills with a high level of problem-solving ability.

  • Comfortable under pressure and commitment to tight timeframes

  • Ability to build trusting relationships and key external and internal stakeholders

  • Ability to contribute to Service Desk rota cover


  • 25 Days annual leave + Holiday buy scheme

  • Extensive learning and development opportunities

  • Public Sector Pension Scheme

  • Hybrid Working

  • Flexi Working

  • Bike to work scheme

  • Child care vouchers

  • Free counselling services & on-site mental health first aiders

  • Car lease scheme

  • Save up to 55% on your next mattress from Palatine Beds

  • Colleague recognition programme

  • Discounted annual travel passes, MOTs & gas servicing

  • Electronics salary sacrifice scheme

  • Staff events & competitions throughout the year

If you are interested in this Service Desk Analyst role, click 'Apply Now' and a member of our team will be in touch.

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