1st Line Support

1st Line IT Service Desk Analyst
Permanent (Full-Time)
Based in Newcastle - Grey Street

Overall Job Purpose:

. The Service Desk is the entry point and ongoing single point of contact for all IT support related interactions.
. Providing colleagues with the support they need to complete their job
. Prompt identification, understanding and resolution of issues
. Pro-actively working towards issue prevention
. Continuous service improvement

As a 1st Line IT Service Desk Analyst, you will provide colleagues with professional IT support across our entire infrastructure, delivering prompt, professional and customer focused IT service with every interaction.
You will be part of a proud, knowledgeable, and innovative community where ideas are encouraged, opinions count, as well as the job satisfaction and the progression matter.

Key Responsibilities:
. 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 - 2nd Line (IT & Retail) and Tech Ops - when needed and communicating effectively with all stakeholders.
. Ensure customer interactions are managed efficiently and effectively, logging all interactions thoroughly on Service Now with concise notes, ensuring proper resolutions for the issues or 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, improve, and share knowledge within our Knowledge Portal
. Maintain an understanding of the Go-Ahead organisation and processes of the Service Desk
. Adhere to, promote, and support the Go-Ahead Information Security policies
. Promote a culture of continuous improvement by identifying and initiating service improvement opportunities and challenging the status quo.
. Working closely with fellow 1st line Service Desk analysts to share information and knowledge.
. Ensuring the correct procedures are followed for escalating major incidents when reported.
. Ensuring accurate and informative information is recorded within tickets to assist Tech Leads to troubleshoot major incidents.

Knowledge & Experience:
. NVQ Level 2 in ICT Support or Equivalent.
. IT Service Call Management
. Remote Support
. Active Directory Administration
. Fundamental Desktop and network troubleshooting
. Printer support
. Microsoft Office 2010 and above.
. iOS and Android device setup and support
. Understanding of TCP/IP, DHCP and DNS.
. Experience in supporting the following:
o Microsoft Windows 7 & 10
o Office 365
o Active Directory
o Group Policy
. Experience/exposure of proving a high degree of customer service
. Great Telephone Manner
. Excellent communication skills (IM, Chat, Email etc).
. Takes ownership for incidents and problems
. Patience and understanding when communicating with users

Desirable:

. Extensive experience of working within a busy support environment with a min of 1-2 year experience.
. Knowledge of Encryption Software (Bitlocker), Troubleshooting of user VPN connectivity, Cloud Services
. Recognised technical certification (Microsoft or CompTIA), AZ-900, ITIL v4 Foundations, SC-900