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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

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

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