IT Service Desk Analyst
Role Overview
Join the IT Service Desk team as a customer-focused 1st Line Service Desk Analyst based in Longbenton, Newcastle upon Tyne.
Serve as the first point of contact for IT enquiries and issues and help ensure smooth operation of IT services.
Passing a BPSS check is essential for consideration.
Key Skills for This Role
Full Job Posting
About the role
Join the IT Service Desk team as a customer-focused 1st Line Service Desk Analyst based in Longbenton, Newcastle upon Tyne.
Serve as the first point of contact for IT enquiries and issues and help ensure smooth operation of IT services.
Passing a BPSS check is essential for consideration.
What you’ll do
- Provide first-line support for hardware, software, applications and network queries.
- Log, prioritise and manage incidents and service requests from phone, live chat and self-service channels.
- Troubleshoot issues, resolve them where possible and escalate to second- or third-line support when needed.
- Keep users informed and handle queries efficiently and professionally.
- Maintain the IT knowledge base and provide basic user guidance and training.
- Keep clear records of incidents, requests, troubleshooting and resolutions; work collaboratively with IT colleagues.
Who they’re looking for
- Passing a BPSS check is essential.
- Previous experience in a service desk, IT support or customer support environment is desirable.
- Experience with IT service management tools such as BMC Helix or ServiceNow is desirable.
- Knowledge and practical experience of AI tools, including Microsoft Copilot, is sought to improve productivity and ways of working.
- Basic understanding of computer systems, networks and common software applications.
- Experience supporting Windows 10/11 and Microsoft 365 applications, including Word, Excel, PowerPoint, Teams and Outlook.
- Strong communication, analytical and problem-solving skills; customer-focused, collaborative, organised and able to prioritise competing requests.
Work arrangement
- The Service Desk team is based in Longbenton, Newcastle upon Tyne.
- The employer describes smart working flexibility, including up to 40% remote working where roles allow.
Benefits
- Benefits include 25 days’ paid annual leave pro rata, family-friendly leave policies, pension, share incentive plan, volunteering leave and recognition schemes.
- Smart working may include staggered start and finish times, with remote working subject to role suitability.
About Balfour Beatty
Group Enabling Functions include Legal, Finance, IT and Procurement, Communications, Health, Safety and Environment, HR and Sustainability.
These functions support delivery of the company’s Build to Last strategy and improve efficiencies and standardise systems and processes.
About Balfour Beatty
International infrastructure group providing construction and engineering services.
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