Service Desk Technician

Hybrid in Newcastle·Full-time·Added yesterday (last checked 10 Nov)

NorthStandard

2 open roles

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Our summary

Work mode: Hybrid, Newcastle
Contract: Permanent, full-time hours
Closing date: Apply by Tuesday 1 December

Skills

Requirements

Education & certifications

At least 6 months experience in a similar role
Strong communication and knowledge sharing skills
Experience supporting users in a remote environment
Independently manage your own workload
Develop inhouse relationships with the Service Desk team and broader IT function
ITIL Foundation v4
CompTIA A+
Service Desk Analyst (SDI - SDA)

Pay & benefits

What you'll get

The usual stuff

A competitive salary, discretionary annual bonus plan and benefit arrangements for everyone.

Flexible working

We offer a best in market hybrid working policy and are open to considering a range of flexible opportunities. This includes job-sharing, part-time roles and remote working.

Taking care of you

Our people are the most important part of our club and we constantly strive for our culture and working environment to show how much we value the contribution you make. We do this through our Employee Resource Groups, learning and development opportunities, inclusive policies and our Employee Assistance Programmes.

Social events

We host a range of get-togethers throughout the year as we believe that bringing our people together is a great way to motivate each other, inspire success, and build a stronger foundation for the cub.

The role

We're looking for someone to join our Newcastle Technology department as a Service Desk Technician.

The purpose of the role is to provide exceptional customer service and support of the IT services to NorthStandard colleagues across our offices.

As the first point of contact you will be providing technical support to end-users who need assistance with their computer hardware or software.

This could involve fixing a technical fault, answering a query or fulfilling a service request, anything that is needed to allow the user to return to work satisfactorily. You will also assist with user rights, passwords, user accounts and basic level security administration.

We are looking for someone who genuinely enjoys what they do and has a determined ‘can do’ attitude. A confident communicator, you should also be able liaise and communicate effectively with internal and external partners at all levels.

Once established into the role, you will join our On Call rota.

What you'll do

Identifying and diagnosing technical issues and problems
Supporting colleagues around the business with IT issues and requests.
Escalating issues in a timely manner to relevant contacts
Taking part in the out of hours rota
You’ll be committed to delivering excellent customer service. Your strong communication skills will help you to diagnose the user’s issue and to explain technical issues in way that non-experts can understand. Most of your work will take place over the phone, by email and through fault finding programmes that enable you to diagnose and fix customer problems remotely.

Essential