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Service Desk Analyst

Location: Gateshead

Salary: Competitive Day Rate

Job Type: Temporary

Job ID: 167465

Service Desk Analyst


Contract Role

Excellent Day Rate


NRG are working exclusively with a leading service provider to recruit a Service Desk Analyst on a contractual basis.


The successful candidate will be a crucial part of the team providing effective front-line IT support to a diverse range of customers via telephone, email and remote support applications.


Duties and Responsibilities

  • Provide technical support; answering support queries either onsite or via phone or email

  • Monitor systems for events and react to prevent service incidents or outages

  • Maintain a high degree of customer service for all support queries and adhere to all service management principles.

  • Log all calls on the call logging system and maintain full documentation.

  • Support users in the use of Computer equipment by providing necessary training and advice.

  • To allocate more complex service issues to the relevant IT Support Teams

  • To arrange for external technical support where problems cannot be resolved in house.


Required Experience

  • Previous experience of working within an IT service provider environment would be desirable

  • Good technical understanding of various aspects of IT

  • Basic understanding of ISO / BSI and ITIL frameworks

  • Basic understanding of working with Service Level Agreements

  • An experienced customer-focused approach with a good understanding of business objectives

  • Experience in generating strong and lasting relationships with customers


Special Conditions:

  • Working hours are Monday to Friday covering 7am to 7pm (7.5 hours shifts within the day)

  • This role may require occasional customer and Pulsant site visits

  • This role may require Monday to Sunday out of hours and on call working where necessary

  • This role may require working out of hours on an occasional basis

  • Full UK driving license is would be preferable but not essential