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Service Desk Analyst

Location: Newcastle

Salary: £10.56 per hour

Job Type: Temporary

Job ID: 169384

Hours: Applicants need to be flexible across Monday - Sunday and be able to commit to shifts between:


3pm until Midnight across Monday - Friday


Weekend working consists of 8.00am - 10.00pm


16 hours per week in total


Our client is currently seeking a dynamic and enthusiastic person to join an established fast paced team in the Northeast to provide first line technical support and exceptional customer service via phone and email.


This role would suit someone who has a good blend of hardware and software experience along with exceptional customer service skills. Applicants with experience of working night shift would be desirable.


Key Skills:


  • IT Support/Helpdesk experience (1st Line Support)

  • Excellent telephone manner and customer service skills


General Duties and Responsibilities:


The Service Desk Analyst is a member of a busy team providing out-of-hours first line support.


You will be required to:


  • Contribute to the provision of a professional support service by ensuring high levels of customer satisfaction and by responding positively to feedback.

  • Support the needs and expectations of relevant stakeholders by following standard processes, procedures and practices as appropriate. Contribute to the development of a collaborative, collegiate and inclusive culture, which includes sharing information and good practice with others.

  • Work cooperatively and maintain effective relationships with others, internally and externally, as appropriate to own area of responsibility. Develop and maintain a good working knowledge of own area of responsibility.

  • Demonstrate a flexible attitude to change to support and to meet existing and future needs.


Specific Duties and Responsibilities:


  • Staffing the Service Desk to provide professional support via telephone, email, instant chat, remote support tools and service monitoring tools

  • Logging all enquiries and requests, following predefined processes and troubleshooting problems using technical knowledge, accurately documenting actions and recording solutions

  • Resolving routine IT, Telecoms and other general enquiries at initial point of contact including those relating to:

1. information about services

2. standard software applications, operating systems and hardware

3.email, computer username and password problems and advice

4. wireless connectivity, telephone and voice mail usage


  • Ensuring the resolution of more complex enquiries by:

1. escalation to second line support teams

2. informing the Service Delivery Supervisor of problems such as emerging major incidents keeping the customer informed throughout the resolution process


  • Follow scripted procedures for restarting services and escalation of incidents where appropriate

  • Providing a high level of customer service through excellent verbal and written communication

  • Participating in training sessions and familiarisation with self-paced learning materials

  • Keeping abreast of developments in services as well as maintaining and updating computer-related skills