IT Service Desk Analyst

Full Time Jarrow Tyne & Wear IT Job Pro UK

Our Global FTSE 250 client are urgently seeking an IT Service Desk Analyst to join their team on a permanent basis.

As the IT Service Desk Analyst, you will be responsible for providing first/second level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfilment processes.

Role accountabilities of an IT Service Desk Analyst:

* Act as a single point of contact for users regarding IT issues and queries

* Receiving, logging and managing tickets via the Manage Engine Tool

* Maintaining an Asset Database and tracking changes

* 1st and 2nd line support – troubleshooting of IT issues

* Escalate breached calls and high priority incidents

* Log all calls in the Service Desk Call Logging system

* Be active in shift left activities to the service desk

* Working with multiple teams and ITOC SME/ technical specialist to review alerts

Skills and Experiences:

* Experience Supporting Office 365, Active Directory

* Minimum of 1 years previous experience in Contact Centre, Service Desk or similar environment

* Excellent communication/interpersonal skills

* Flexible and adaptable to changing business needs and processes

* Ability to prioritise/schedule work

* Good Analytical skill in problem solving

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