Service Desk Analyst – Full time – Core hours 8:30am – 5:00pm – Monday to Friday
40% of your time will be spent in the office at Gateshead Civic Centre.
As a Service Desk Analyst, you will be the first point of contact for IT support across the organisation, delivering a responsive, professional, and customer‑focused service at every interaction. Reporting to the Service Desk Team Leader, you will diagnose and resolve technical issues, support both hardware and software environments, and maintain accurate service records. This role is ideal for someone who thrives in a fast‑paced environment, enjoys problem‑solving, and is passionate about delivering excellent customer service.
Responsibilities
- Provide first line support to all customers for software and hardware problems, diagnosing and resolving problems where possible.
- Monitor and report on fault clearance and fault progress, taking ownership of the problem.
- Maintain the Service Desk logging system and support the asset register maintenance programme.
- Assist in identifying customer training requirements using Service Desk statistics.
- Assist in populating the IT knowledge base.
Qualifications
- Working knowledge of Microsoft 365 applications and Windows 10.
- Understanding of PC hardware and peripherals and how they work together.
- Genuine appreciation for excellent customer care and what great service looks like.
- Hands‑on experience in an IT customer support or service desk role.
- Confident communication skills, with the ability to engage with colleagues at all levels.
- Strong organisational skills, with the ability to manage and prioritise tasks effectively.
- Team player who can also take initiative and work independently.
- Logical thinking and problem‑solving skills.
- Ability to keep accurate records, including maintaining service desk logs and knowledge bases.
Benefits
- Competitive Salary – a fair and transparent pay that reflects your skills and experience.
- Outstanding Pension Scheme – invest in your future with a local government pension.
- Generous Annual Leave – 28 days (rising to 32 days after 5 years, with 2 of those potentially fixed by the Council) and the option to buy up to 10 extra days.
- Flexible Working Hours – up to 26 flexi days per year, subject to business needs.
- Hybrid & Flexible Working – support for a healthy work‑life balance.
- Learning & Development – access to training, development and progression opportunities.
- Health & Wellbeing Support – discounted gym memberships and mental health resources.
- Cycle to Work Scheme – a tax‑efficient programme to save money and stay active.
- Electric & Hybrid Car Scheme – salary‑sacrifice scheme for a brand‑new electric or hybrid vehicle after 12 months' service.
- Exclusive Discounts & Salary Sacrifice – through the VIVUP employee benefits platform for shopping, travel, and services.
Our Commitment to You
We are an equal opportunities employer and aim to have a culture and workplace where our people feel a sense of belonging, are respected and empowered to do their best work. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria for the role.
