At a Glance
- Tasks: Provide first-line IT support and troubleshoot issues for staff across the UK and internationally.
- Company: Dynamic IT team in a professional services environment with a focus on customer service.
- Benefits: Flexible work model, competitive salary, and opportunities for professional growth.
- Other info: Inclusive workplace that values diversity and offers excellent career development opportunities.
- Why this job: Join a vibrant team and make a real difference in IT support for diverse clients.
- Qualifications: Experience in 1st or 2nd line support and strong troubleshooting skills required.
The predicted salary is between 30000 - 40000 £ per year.
The Service Desk Analyst reports to the Service Desk Team Leader and is responsible for providing first‑line IT support across the UK and International Offices. The role is highly visible and customer‑focused, requiring excellent communication, troubleshooting, and problem‑resolution skills.
Key Responsibilities
- Act as the single point of contact for phone calls and emails from staff regarding IT issues and queries.
- Receive, log and manage calls from internal staff via telephone and email, ensuring all interactions are recorded within ServiceNow.
- Perform first‑line support and troubleshooting for software, hardware, access rights and mobile working solutions (iPhone, Intune, AVD, VPN).
- Own customer problems: proactively review, update and attempt fixes for all tickets in the personal queue and follow up on escalated issues.
- Maintain high customer‑service standards and adhere to all service‑management principles.
- Assist with the creation of Knowledge Base Articles, Incident Templates and Standard Operating Procedures.
- Help ensure adequate staffing for phone calls throughout the working day.
- Identify potential Major Incidents and initiate the correct escalation processes.
- Aim to achieve a 90% first‑time fix rate on all incidents and meet agreed SLA periods for all incidents and service requests.
Qualifications
- Previous experience as 1st or 2nd line support in a high‑volume professional‑services environment, supporting 2,000+ customers.
- Experience serving high‑profile, VIP customers.
- Strong troubleshooting skills with the ability to understand and meet customer needs.
- Process‑driven mindset focused on completing tasks and delivering results.
- Excellent written and verbal communication skills.
- ITIL qualification (desirable).
- Technical knowledge of:
- Microsoft Windows 11 and Microsoft 365 (Exchange 2016, On‑Premise and Online)
- Intune / Active Directory / Azure Active Directory
- VPN solutions, video‑conferencing (Zoom, Teams), mobile device management and printing solutions (Desktop and MFD)
- Active Directory and Azure Active Directory encryption software
- iManage DMS or other Document Management Systems, Apple iPhones, Mimecast email management, SCCM reporting, collection management and log analysis, and other document‑management tools.
Shift and Working Hours
The Service Desk Analyst works a 7‑hour shift on a rotating basis between 8:00AM and 8:00PM, Monday–Friday, for a total of 35 hours per week. The role requires availability during these times and the policy is to attend the office at least two days per week.
Diversity, Equity and Inclusion
We are proud to be an equal‑opportunity employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates and offer a flexible work model that supports both office and remote work.
Service Desk Analyst in Newcastle upon Tyne employer: NRF United Kingdom
As a Service Desk Analyst at our Newcastle office, you will join a dynamic and inclusive team dedicated to providing exceptional IT support across the UK and internationally. We pride ourselves on fostering a collaborative work culture that values employee growth, offering ongoing training and development opportunities to enhance your skills. With a commitment to diversity and a flexible work model, we ensure that every team member feels valued and empowered to contribute meaningfully to our success.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NRF United Kingdom. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like NRF United Kingdom before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to NRF United Kingdom:Your cover letter is your chance to shine! Tell us why you want to work at NRF United Kingdom specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at NRF United Kingdom!
How to prepare for a job interview at NRF United Kingdom
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
