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Service Desk Technician

Location: Newcastle

Salary: £20,000 - £25,000

Job Type: Permanent

Job ID: 167712

Our client is a global enterprise with their head office based in Newcastle City Centre and due to growth and expansion they are looking to recruit a Service Desk Technician


  • Act as the single point of contact for colleagues needing via telephone, email face to face conversation and online submission.

  • To log all calls received by the Service Desk and work to set Service Level Agreements (SLAs).

  • Be fully aware of the critical business activities for the period to ensure appropriate impact assessment and escalation of requests.

  • Retain ownership of tickets and monitor progress with open tickets, as per agreed operational and procedural guidelines, escalate and expedite where necessary.

  • Maintain user accounts such as new starters, leavers and transfers.

  • Ensure security procedures are always adhered to, including the protection of any personal passwords used.

  • Follow all agreed procedures to capture categorise and records all incidents and requests for service in the Helpdesk tool.

  • 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 or demonstrate a technique offering advice to work around the issue.

  • Analyse recorded tickets to prevent avoidable incidents and problems wherever possible, show trends and assist Problem Management in the identification of possible solutions or improvements to practices.



  • Experience in a similar role/IT environment including first- and second-line support.

  • IT Literate with the ability to quickly adapt to new systems.

  • Excellent working knowledge of Windows desktop, Citrix, AV and telephony technologies.

  • Operation and management of PCs, telephones and other desktop devices in a networked environment, networks, telephony and wireless networks.

  • Windows operating systems, including current versions.

  • Microsoft Office suite including MS Outlook.

  • Internet Browsers.

  • Citrix and Linux Systems.

  • Commonly used business-related software.

  • Remote Assistance Tools.

  • Service Request Management Tools.


Salary: Upto £25,000 plus excellent benefits.