Service Desk Analyst

Role Overview

This role is based in the Hartlepool office and involves providing IT service support to users. The successful candidate will have excellent customer service and influencing skills, with knowledge of Microsoft Office suite and flexibility in approach. The role involves managing customer mailboxes, logging incidents and requests, and providing first-line investigation and diagnosis.

What You Will Do

The Service Desk Analyst will be responsible for recognizing the importance of good timekeeping, managing customer mailboxes, accurately logging incidents and requests, and providing first-line investigation and diagnosis. They will also resolve basic hardware and software problems, collect and record accurate information, and keep users informed of progress.

Why It Might Be a Fit

The ideal candidate will have a strong understanding of ITIL and experience working in a first-line role. They will be self-motivated, have excellent communication skills, and be able to make decisions and take ownership. The role offers a range of benefits, including private medical cover, paid holiday, and a group pension plan.

Requirements

• Excellent customer service and influencing skills
• Knowledge of Microsoft Office suite
• Flexibility in approach
• Self-motivated
• Ability to make decisions and take ownership
• Strong communication skills
• Excellent attention to detail
• Ability to follow instructions
• Previous experience working in a 1st line role or similar
• Must be eligible for UK Security Clearance

Benefits

• Private Medical Cover funded by NEC for Employees
• 25 days paid holiday with the option to buy/sell
• 4 x basic salary life assurance cover funded by NEC
• A Group Pension Plan with employer contributions up to 8.5%
• Flexible benefits to suit individual needs
• Employee Assistance Programme
• Free access to LinkedIn Learning