IT Service Desk Analyst

EQUANS is looking for a IT Service Desk Analyst to join our team based in Quorum Business Park on a permanent basis.

This is a full time role working 37.5 hours per week.

On offer is a salary of £26,227.50, dependant upon skills and experience as well as benefits package.

The IT Service Desk Analyst is required to support the IT Service Desk Team Leader in providing an efficient, cost effective and customer focused IT Service Desk which provides a single point of contact for all users of IT through the logging and management of all incidents and service requests.

You'll be based at our brand new, super modern Shared Services office in Newcastle, which is a dynamic multifunctional operation, where our people are committed to delivering great services that enable our business to meet its goals.

We invest in our people through a broad range of learning opportunities such as professional qualifications, collective/individual training, and personalised support programmes.

We care about the health and wellbeing of our people and we’re proud of our Better Health at work Gold certification, achieved through various campaigns and activities supporting our employees.

We champion diversity and inclusion in the workplace and have various forums across Shared Services where we encourage our people to take part, get involved and continue to shape and build on the culture we are proud of here at Equans Shared Services.

What will you deliver?

• Answer calls and respond to ITSM tickets within agreed KPI targets whilst adhering to quality monitoring guidelines.
• Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible.
• Retention of end-to-end ownership and working with EQUANS IT resolver groups and third parties where required.
• Communicate incident resolution or request fulfilment to the customer.
• Log all customer issues in the ITSM system accurately and in full detail, completing all administration within timescales and to a high level of accuracy.
• Adhere to effective ITSM queue management.
• Keep up to date with all changes in the EQUANS environment to facilitate understanding and diagnosis of user faults / requirements to ensure point of call resolution is achievable.
• Assessing the criticality of each situation by being proactive and asking for detailed information to help assess urgency and impact.
• Escalate to the relevant Team Leader/Senior Analyst for any high priority business-critical issues or complaints.
• Provide support and advice to employees and line managers, explaining IT related policies and procedures in a timely and effective manner.
• Ensure that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
• Provision of effective Incident Management, working closely with resolver groups to undertake effective Problem Management.
• Contributing to Information Security by assisting in the preservation of confidentiality, integrity and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team.
• Support the successful transition of new services and systems into the IT Service Desk support model.
• Support audits (internal and external) by complying with requirements to security policies and GDPR.
• Create or amend documentation of new and existing IT Service Desk processes.
• Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management.
• Actively seek to improve and develop own skills and knowledge base in appropriate areas and stay abreast of new technologies.
• Actively recommend service improvements in process and technologies used by the EQUANS IT services to meet business objectives.
• An opportunity for periodic on call cover to provide first line support to the out of hours support contracts.

What can we offer you?

On offer is a salary of £26,227.50, dependant upon skills and experience as well as benefits package, which includes;

• 24 days annual leave(+ public holidays).
• Life Cover equivalent to 1.5 timesannual salary.
• Employee discount shopping schemes on major brands and retailers.
• Gym membership discounts.
• Cycle to work scheme.
• Holiday purchase scheme.
• 2 corporate social responsibility days per year.
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes.
• Attractive Employee Referral Rewards Scheme.
• Access to our growing employee networks.
• 24/7 Employee Assistance Program and access to mental wellbeing app.

Who are we looking for?

• Qualification in the field of Information Technology and / or equivalent work experience.
• A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures.
• Knowledge of basic computer hardware.
• Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions.
• Understanding of Networking configurations (LAN/WAN).
• Good knowledge of a leading IT Service Management Tool.
• Working knowledge of a range of diagnostic utilities.
• Knowledge of ITIL processes – particularly Incident Management, Problem Management and Request Fulfilment.
• Exceptional written and oral communication skills.
• Professional telephone manner with ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels.
• Proven experience in a customer facing role.
• Ability to work well within a team environment.
• A good understanding of IT Service Desk challenges.

This role includes a Basic DBS check therefore ability to pass is essential.

Who are we?

EQUANSis a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

EQUANS is a Bouygues group company.

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported.

We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders.

Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work.

You’ll also have access to our growing employee networks including Wi E (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.

For this role, you must have evidence of the right to work in the UK.

Unfortunately, we are not able to offer a re-location package with this job role.

Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

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