> Markdown version of [/jobs/ext/3901376-technical-it-service-desk-analyst](https://www.wearedevelopers.com/jobs/ext/3901376-technical-it-service-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical IT Service Desk Analyst - **Company:** Equans - **Location:** Newcastle upon Tyne, UK - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, Cyber Security, Computer Literacy, Identity and Access Management, IT Management, Microsoft Office, System Center Configuration Manager, Queue Management Systems, Wide Area Networks, Enterprise Software Applications, Information Technology, Hardware Infrastructure - **Published:** October 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d821dbb57746e3d1 ## 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. * Strong ability to quickly understand user requirements and issues. This role includes a Basic DBS check therefore ability to pass is essential. ## Description The Technical IT Service Desk Analyst is required to support the IT Service Desk Team Leader in providing an efficient, cost effective, customer focused IT Service Desk which provides a single point of contact to log, manage and action all customer incidents and service requests. 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 whilst working with IT Resolver Groups and third parties. * 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. * Provision of access management, including but not limited to onboarding of new starters, new starter inductions, system access modifications and timely processing of leavers. * Develop skill set to provide guidance on all supported software and hardware deployed by the organisation. * Perform remote / onsite desktop support, including installing and upgrading of software and hardware components. * Install new / upgrade existing software packages via SCCM. * 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. * 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.