IT Service Desk Analyst

This is an exciting opportunity within the IT operations centre based in Newcastle.  Working as part of the 2nd line support team possessing an excellent technical knowledge at a 2nd line level, supporting Windows endpoints, peripherals, mobile devices, business critical applications, infrastructure services and technologies.

The role will be working day shifts 8-4 or 9-5 with 4 days in the office and 1 day working from home.

You will provide excellent customer service, efficient technical incident resolution and user request fulfilment, work with members of your own 2nd line senior and the 1st line support team to improve the overall user experience and bring enhanced technical knowledge.

Principal Accountabilities:

• Technical Services – Provide a high level of technical knowledge and applying effective troubleshooting techniques to aid in efficient incident resolution with in KPI’s.
• Incident & Request Management – Provide excellent service and efficient incident resolution and request fulfilment.
• Manage Major Incidents – Ensure efficient and quality fixes, minimising disruption to the business and our passengers
• Monitor – Pro-actively monitor and analyse events, issues, and trends to identify and manage any service incidents or outages
• Knowledge Sharing – Knowledge sharing and dissemination of technical knowledge to other colleagues. 
• Workload & Queue Management – Effective prioritisation and time management with focus on quality, efficient resolution, and meeting deadlines
• Continuous Improvement – Share ideas and look for better ways of working so that you and your team can get more done with less time and effort
• Customer Experience – Provide customer service excellence, go the ‘extra mile’ as standard
• Ownership – Every task managed at the highest standard to completion
• Documentation – Log all contact, actions, and outcomes on the ITSM system and maintain full documentation including knowledge articles.

Knowledge & Experience:

You will need to exhibit the behaviours required to successfully drive excellent IT service delivery and help support the maturity and service delivery within IT Operations.

Essential:

• Industry related NVQ Level 3 or equivalent IT related certifications.
• Good working experience of M365, its application suite and beyond the standard functionality. 
• Working experience of Office 365 admin centre (Exchange, Teams, One Drive).
• Solid knowledge of Windows 7/10/11 Desktop operating systems
• Basic underpinning of network technologies LAN/WAN/Wi-Fi, IP addressing, DHCP and DNS.
• Experience with End User devices and peripheral equipment (Troubleshooting and configuration).
• Experience supporting mobile and tablets (IOS – Android)
• Good working knowledge of Active Directory, GPO, ADFS and PowerShell.
• Good understanding of MFA, SSO and Conditional Access.
• Experience with managing the workload in ticketing systems 
• AZ-900 Certification

Desirable

• Azure AD Administration
• Working knowledge of Intune (MDM)
• Windows Deployment (SCCM)
• Office 365 Security and compliance.
• ITIL v3 or 4 Foundation
• IT vendor technical Qualifications in, e.g. Microsoft or Cisco Certifications.

Apply today to be considered we have a start date as ASAP