Service Desk Analyst / 1st Line Support / IT Support Analyst / Helpdesk Analyst
Location - Newcastle City Centre
We're looking for an experienced Service Desk Analysts / 1st Line Support to join a large retail organisation based in Newcastle City Centre.
This is a fantastic opportunity to join a well established brand based right in the centre of the city. You will be providing 1st line support to back office users, working as part of an IT Service Desk team to ensure all IT queries and issues are resolved as quickly and efficiently as possible.
ITIL Foundation qualifications are essential for this role, as well as an experience of working within an IT Service Desk environment and excellent customer service skills.
Main Responsibilities of the Service Desk Analyst:
- Act as first point of contact for back office users for all IT queries and issues
- Logging Incidents and Service Requests in the IT Service Management tool
- Assigning tickets to the correct team or support partner
- Undertaking user administration and access management tasks
- Providing 1st line support for basic POS, printing, MS Office and user connection issues
- Ensure end users are updated on the progress of their tickets
- Following all correct procedures and processes
- Providing support to the Service Desk Manager in the production of ticket stats
Key Skills and experience:
- ITIL Foundation Certified (essential)
- IT Service Desk / 1st Line Support experience within an ITIL Framework
- Excellent customer service skills
- Motivated individual with a 'can do' attitude
- Excellent analytical and problem solving skills
- Reliability and initiative to solve issues quickly and efficiently
- Good understanding of current technologies e.g. Windows 7, MS Office 2010, Active Directory, Server Administration, POS
This role requires working in a shift pattern, working a 39-hour week from Monday - Sunday. Service Desk opening hours are 08:30 - 20:00 Monday - Saturday (08:30 - 21:00 Thursday) and 10:00 - 18:00 Sunday including all bank holidays apart from Easter Sunday and Christmas Day.
Service Desk Analyst, IT Support Analyst, IT Helpdesk Analyst, IT Help Desk Analyst, 1st Line Support
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