An exciting new opportunity has arisen for a Part Time Service Desk Analyst, 20 hours per week to join our busy IT team,reporting to the Head of IT Operations and assisting a team of office:based and remote Service Desk Analysts.
The role is focused on the provision of IT support services to the business and its customers, specifically in the areas of incident management and service request provision.This is an excellent opportunity for a candidate with technical service desk experience.The successful candidate will joina team covering IT service support predominantly for the businesses in the UK and Ireland.
The role is open to those in Newcastle upon Tyne. However, home working is possible and availability to travel to other UK offices and flexibility for outof hours shift work may be required.The successful applicant must be available to work on Saturdays.
Main Responsibilities Of Service Desk Analyst
: Support and action service requests and incident management of IT System dependencies by accurately capturing and logging details from telephone, email and web portal raised tickets.
: Processing of minor change requests and new starters, leavers, or permission changes to accounts as part of the wider JMLA team from email and web portal submissions.
: Support the problem management process and assist with managing root cause analysis of common, recurring, and high severity incidents.
: To offer first line support to businesses and associated systems, inclusive of mobile devices, remote access and desktop/laptop users; progressing incidents to the appropriate resolvers where unable to complete fixes.
: Assist in supporting the company's desktop and laptop hardware environment.
: As a member of a team operating on a daily rota, be responsible for undertaking daily workflow activities and liaise with staff, external customersand their representatives.
: Assist with ad hoc project work and duties as and when required.
: Any other reasonable request by Management
The Ideal Candidate For The IT Service Desk Analyst
The successful candidate will be able to demonstrate the following skills and competencies:
: A sound IT technical knowledge built by experience in technical IT support role(s) Strong Customer Service skills, effective in working with customers at all levels.
: Knowledge of the latest and emerging technologies (Google, Windows, Cloud, Linux, Android etc.).
: Strong analytical skills.
: Ability to work independently across multiple groups in a rapidly changing environment.
: Ability to work under tight time constraints.
: Self:motivated, independent, and resourceful.
: Experience of delivering IT support to a range of suppliers at all levels.
: Drive, self:motivated, and ability to work under own initiative
Troubleshooting skills and knowledge of ITIL service operation processes would be highly desirable.
The successful candidate will be required to provide original documentation for detailed screening and vettingprocesses. These documents may include your passport, driver's license, utility bill (dated in the last 3 months),HMRC letter, original bank statements, an original payslip, your birth certificate, or a valid share code.
Please note that this role requires SC clearance which means you must have lived in the UK consecutively for the last 5 years.The role does not qualify for a visa under the current Government guidelines therefore to be considered for this role you must already have the right to work in the UK. Relocation costs will not be granted. You must live within reasonable commuting distance of the site.
We are committed to creating a diverse and inclusive environment where all employees feel respected and able to give their best and is proud to be an equal opportunity and Disability Confident employer.We welcome the unique contributions that you can bring in terms of age, ethnicity, race, sex, gender identit
