Service Desk Analyst

ICT Service Desk Analyst
Location: County Durham
Salary: Up to £30k
Working Pattern: 4 Day week, 8am - 6pm
Office Attendance: Hybrid working, occasional travel to other site

We are recruiting for an experienced ICT Service Desk Analyst to join a growing Technology Services team. This is an exciting opportunity to support a modern IT environment, providing high-quality 1st and 2nd line technical support while contributing to digital transformation and continuous service improvement.

Working as part of a collaborative IT team, you'll be responsible for supporting end users across a broad range of technologies, resolving technical issues, maintaining IT assets, and assisting with infrastructure and business technology projects. You'll play a key role in ensuring technology services remain reliable, secure and customer focused.

Key Responsibilities

• Provide 1st and 2nd line technical support for hardware, software and business applications.
• Diagnose, troubleshoot and resolve incidents, escalating where specialist support is required.
• Deliver routine service requests and approved changes in line with IT service management processes. * Maintain accurate records of IT assets, incidents and service requests.
• Support the deployment, configuration and management of laptops, desktops, mobile devices and associated technologies.
• Assist with infrastructure, networking and end-user computing projects.
• Contribute to incident, problem and change management activities to improve service performance.
• Provide onsite technical support across organisational locations where required.
• Support business continuity and disaster recovery activities. * Participate in an on-call and out-of-hours support rota where applicable.
• Work collaboratively with colleagues to identify opportunities for service improvement and digital transformation.
• Deliver excellent customer service, ensuring users receive timely and effective technical support.
  

About You

• Experience working within an IT Service Desk or technical support environment.
• A relevant IT qualification or equivalent practical experience.
• Strong troubleshooting and problem-solving skills. * Knowledge of Incident, Problem and Change Management best practices.
• Excellent customer service and communication skills.
• Experience supporting Windows devices, Microsoft 365 and end-user hardware.
• The ability to prioritise workload and manage multiple support requests.
• Experience working collaboratively within a technical team.

Desirable:

• ITIL Foundation certification.
• Experience supporting networking, infrastructure or cloud technologies.
• Knowledge of IT asset management and mobile device management.
• Understanding of information security and data protection principles.
• Full UK driving licence.

What's on Offer

• Permanent opportunity within a supportive and collaborative IT team.
• Hybrid working arrangement.
• Opportunities for professional development and technical training.
• Exposure to a broad range of technologies and digital transformation initiatives.
• Opportunity to contribute to service improvement and modernisation projects.
• Competitive salary and comprehensive employee benefits package.
  

If you're passionate about delivering excellent IT support and enjoy working in a fast-paced, customer-focused environment, we'd love to hear from you.