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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Analyst - **Company:** Equans - **Location:** Newcastle upon Tyne, UK - **Salary:** £26,228.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, Cyber Security, Computer Literacy, IT Management, Microsoft Office, Queue Management Systems, Wide Area Networks, Data Logging, Enterprise Software Applications, Information Technology - **Published:** August 12, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=19e9b85bc8fa2698 ## About the Role * Qualification in the field of Information Technology and / or equivalent work experience. * A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures. * Knowledge of basic computer hardware. * Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions. * Understanding of Networking configurations (LAN/WAN). * Good knowledge of a leading IT Service Management Tool. * Working knowledge of a range of diagnostic utilities. * Knowledge of ITIL processes - particularly Incident Management, Problem Management and Request Fulfilment. * Exceptional written and oral communication skills. * Professional telephone manner with ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels. * Proven experience in a customer facing role. * Ability to work well within a team environment. * A good understanding of IT Service Desk challenges. This role includes a Basic DBS check therefore ability to pass is essential. ## Description The IT Service Desk Analyst is required to support the IT Service Desk Team Leader in providing an efficient, cost effective and customer focused IT Service Desk which provides a single point of contact for all users of IT through the logging and management of all incidents and service requests. You'll be based at our brand new, super modern Shared Services office in Newcastle, which is a dynamic multifunctional operation, where our people are committed to delivering great services that enable our business to meet its goals. We invest in our people through a broad range of learning opportunities such as professional qualifications, collective/individual training, and personalised support programmes. We care about the health and wellbeing of our people and we're proud of our Better Health at work Gold certification, achieved through various campaigns and activities supporting our employees. We champion diversity and inclusion in the workplace and have various forums across Shared Services where we encourage our people to take part, get involved and continue to shape and build on the culture we are proud of here at Equans Shared Services. What will you deliver? * Answer calls and respond to ITSM tickets within agreed KPI targets whilst adhering to quality monitoring guidelines. * Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible. * Retention of end-to-end ownership and working with EQUANS IT resolver groups and third parties where required. * Communicate incident resolution or request fulfilment to the customer. * Log all customer issues in the ITSM system accurately and in full detail, completing all administration within timescales and to a high level of accuracy. * Adhere to effective ITSM queue management. * Keep up to date with all changes in the EQUANS environment to facilitate understanding and diagnosis of user faults / requirements to ensure point of call resolution is achievable. * Assessing the criticality of each situation by being proactive and asking for detailed information to help assess urgency and impact. * Escalate to the relevant Team Leader/Senior Analyst for any high priority business-critical issues or complaints. * Provide support and advice to employees and line managers, explaining IT related policies and procedures in a timely and effective manner. * Ensure that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved. * Provision of effective Incident Management, working closely with resolver groups to undertake effective Problem Management. * Contributing to Information Security by assisting in the preservation of confidentiality, integrity and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team. * Support the successful transition of new services and systems into the IT Service Desk support model. * Support audits (internal and external) by complying with requirements to security policies and GDPR. * Create or amend documentation of new and existing IT Service Desk processes. * Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management. * Actively seek to improve and develop own skills and knowledge base in appropriate areas and stay abreast of new technologies. * Actively recommend service improvements in process and technologies used by the EQUANS IT services to meet business objectives. * An opportunity for periodic on call cover to provide first line support to the out of hours support contracts. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk)