Service Desk Analyst

An exciting new opportunity has arisen for a dedicated IT Service Desk Analyst to join our dynamic team of office-based and remote Service Desk Analysts. As an integral member of our support organisation, you will play a crucial role in providing exceptional technical assistance to our users.

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 join a team covering IT service support predominantly for the G4S businesses in the UK and Ireland.

The role is 40 hours per week and reports to the Senior IT Service Desk Analyst. The role is open to those who live within commuting distance of Newcastle upon Tyne. Home working is possible and availability to travel to other UK offices and flexibility for out of hours shift work may be required. To ensure consistent support coverage, you will be part of a rotating shift pattern, primarily working Monday to Friday helping provide cover from 7am to 7pm. Occasionally, you may be required to work Saturdays to provide additional support.

In return, we offer a competitive salary, 5 weeks annual leave plus bank holidays, entry into our contributor pension scheme, life assurance, Perks at Work and other discount schemes as well as an Employee Assistance Programme.

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 G4S 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 G4S staff, external customers and 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:

Essential:

• Knowledge of ChromeOS and Windows operating systems.
• Knowledge of common office applications (Google Workspace & Microsoft Office).
• Troubleshooting: Ability to diagnose and resolve technical problems.

Desirable:

• Experience in delivering IT support to a range of suppliers at all levels.
• Basic understanding of network concepts, including TCP/IP and network troubleshooting.
• Help Desk Software: Experience using ticketing systems (Zendesk, ServiceNow).
• Scripting: Knowledge of scripting languages.
• ITIL Framework: Familiarity with IT Infrastructure Library (ITIL) best practices.
• Cloud Technologies: Understanding of cloud platforms (AWS, Azure, GCP).
• Security Awareness: Basic knowledge of security best practices.

Key Competencies:

• Communication: Excellent verbal and written communication skills to effectively interact with users and technical teams.
• Customer service: A strong focus on providing exceptional customer service, ensuring user satisfaction and resolving issues promptly.
• Problem-Solving: The ability to identify, analyse, and resolve technical issues efficiently and accurately.
• Technical Knowledge: A solid understanding of IT hardware, software, and networking concepts.
• Teamwork: The ability to collaborate effectively with colleagues to achieve team goals and provide comprehensive support.
• Adaptability: The flexibility to adapt to changing technologies and work environments.

The successful candidate will be required to provide original documentation for detailed screening and vetting processes. 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.

G4S Regional Management (UK&I) Limited is 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 identity and expression, nation of origin, religion, disability, sexual orientation and beliefs. If you require any reasonable adjustments during the hiring process, please do not hesitate to contact us. If this opportunity is of interest then we want to hear from you. Please click the “Apply Now” button to submit your formal application.