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
Benefits package: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