IT Service Desk Analyst

We are looking for IT Service Desk Analysts to provide a day to day first line support for a Multi-National company based in Newcastle with hybrid working available on a temp to perm basis.

Duties to include but not limited to:

• Answer calls and respond to ITSM tickets whilst meeting KPI/Targets
• Carry out reactive when required/requested
• Working with network /connectivity problems/ Microsoft 365 applications/assisting with login issues as well as company systems
• Log all issues correctly with as much information as possible
• Evaluating the urgency of issues / impact
• Assisting with new services/updates/systems
• Help and create new service desk processes to help within the business needs
• Utilise diagnostic utilities to achieve first time resolution
• Providing first line support including troubleshooting and resolutions

• Knowledge of basic computer hardware
• Qualification in Information Technology and / or equivalent work experience.
• Able to work well within a team
• Ability to stay calm under pressure
• Happy to provide excellent & professional customer service
• Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and an understanding of IT related permissions
• Understanding of Local and Wider network configurations