IT First Line Service Desk Analyst
Location: Newcastle
Salary: (phone number removed) on 4 off shift after 6 months
Type: Permanent/Fulltime Our client is one of the UK's leading providers of quality public transport. The Service Desk is the entry point and ongoing single point of contact for all IT support related interactions. Providing colleagues with the tools they need to do their job
Prompt identification, understanding and resolution of issues
Pro-actively working towards issue prevention
Continuous service improvement As Service Desk Analyst, you will provide colleagues with support across our entire infrastructure, delivering prompt, professional and customer focused service with every interaction.
You will be part of a proud, innovative community where ideas are encouraged, opinions count, and job satisfaction and wellbeing really matter. Principal Accountabilities: Deliver Services that support business objectives and outcomes, providing technical support, training and advice via phone, email, walk up & chat, collaborating with the wider IT Team when needed and communicating effectively with all stakeholders
Ensure customer interactions are managed efficiently and effectively, logging all interactions on Service Now with concise notes, ensuring accurate assignment of tickets
Provide a clear communication channel between customers and the IT organisation, managing expectations and setting the standard of behaviour for customer engagement
Maintain a high level of customer service, understanding the impact issues have on customers and our business, then managing appropriately
Maintain and share knowledge of supported products and services
Maintain an understanding of the company's organisation and customers of the Service Desk
Adhere to, promote, and support the company's Information Security policies. Essential:
IT Service Call Management
Remote service
Active directory Administration
Understanding of TCP/IP, DHCP and DNS.
IOS and android device setup and support
Microsoft Office 2010 and above
Printer Support
Fundamental desktop and troubleshooting To apply, please send an updated CV  | 
