IT Service Desk Analyst

As a Service Desk Analyst, you will be the first point of contact for IT support across the organisation, delivering a responsive, professional, and customer-focused service at every interaction. Reporting to the Service Desk Team Leader, you'll play a key role in ensuring smooth day-to-day operations by diagnosing and resolving technical issues, supporting both hardware and software environments, and maintaining accurate service records. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering excellent customer service.

What you'll get to do:

• Provide first line support to all customers for software and hardware problems, diagnosing and resolving problems where possible.
• Monitor and report on fault clearance and fault progress, taking ownership of the problem.
• Maintain the Service Desk logging system and provide support to the asset register maintenance program.
• Receipt, store and distribution of equipment returned to IT for repair.
• Assist in identifying customer training requirements using Servicedesk statistics.
• Assist in the population of the IT knowledge base.

Do you have experience in Windows?, * Working knowledge of Microsoft 365 applications and Windows 10

• An understanding of PC hardware and peripherals and how they work together
• A genuine appreciation for excellent customer care and what great service looks like
• Hands-on experience in an IT customer support or service desk role
• Confident communication skills, with the ability to engage with colleagues at all levels
• Strong organisational skills, with the ability to manage and prioritise tasks effectively
• A team player who can also take initiative and work independently
• Logical thinking and problem-solving
• Ability to keep accurate records, including maintaining service desk logs and knowledge bases

Pulled from the full job description

• Annual leave
• Employee discount
• Company pension
• Cycle to work scheme
• Discounted gym membership
• Flexible schedule
• Car scheme, * Competitive Salary: We offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: We don't just offer a great salary we invest in your future too. Find out what benefits a Local Government Pension provides: https://twpf.info
• Generous Annual Leave: Enjoy 28 days of annual leave, rising to 32 days after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days.
• Flexible Working Hours: Benefit from up to 26 flexi days per year (subject to business needs), giving you more control over your time.
• Hybrid & Flexible Working: We support a healthy work-life balance with flexible and hybrid working options.
• Learning & Development: Access a wide range of training, development, and progression opportunities to help you grow your career.
• Health & Wellbeing Support: From discounted gym memberships through our partner GLL to mental health resources, we care about your wellbeing.
• Cycle to Work Scheme: Save money and stay active with our tax-efficient cycle to work programme.
• Electric & Hybrid Car Scheme: Get behind the wheel of a brand-new electric or hybrid vehicle through our salary sacrifice car scheme in partnership with NHS Fleet Solutions a cost-effective, environmentally friendly way to drive (after 12 months service).
• Exclusive Discounts & Salary Sacrifice: Through our VIVUP employee benefits platform, enjoy discounts on shopping, travel, and services plus salary sacrifice options on white goods, electronics, and more, helping you spread the cost of essential purchases (after 6 months service).

Do you want to help make Gateshead a place where everyone thrives? If that sounds like you, keep reading - we might be the perfect match. We're delighted that you're interested in working with us. You'd be joining us at a very exciting time. We pride ourselves on our ambitious and forward-thinking approach to taking care of Gateshead and its people, and we passionately believe that our employees reflect that spirit in truly enabling Gateshead to thrive. At Gateshead Council you'd be a highly valued member of a team that recognises and respects the skills that you bring to your role, encourages creativity and passionately advocates a great work / life balance. Our actions speak louder than words, and with flexi-time and hybrid working available across many of our roles, as well as a full suite of outstanding employee benefits, we're confident that it isn't just the salary that attracts our staff. Be the go-to expert for everyday IT solutions. IT Services play a critical role in delivering the technology, infrastructure and digital capabilities that enable Gateshead Council, its schools and key partners to operate effectively and innovatively. The service provides strategic leadership, development, implementation and support of ICT solutions, ensuring employees are equipped with the tools and skills needed to work efficiently while safeguarding the council's data through secure, resilient systems. Covering a broad portfolio, IT Services are at the heart of enabling modern, connected and data-driven services that improve outcomes for residents and communities.