Service Desk Analyst

Role overview

Responsibilities

• Handle IT incidents and requests as the single point of contact.
• Minimise service disruption and keep customers updated on progress and resolution.
• Take ownership of customer needs and work to deadlines.

Candidate requirements

• Proven experience in a strong customer service background and experience working unsupervised.
• Experience in a busy customer service environment or IT service desk.
• Basic IT skills and the desire and ability to learn technical skills through training.
• Strong communication skills and ability to work as a team player.
• A DBS check is required before employment.

Relevant systems

• Knowledge of an IT Service Management tool, Active Directory, Exchange and Outlook, Windows operating systems, or Microsoft Office Suite is helpful; training is available to develop technical skills.

Workplace and schedule

• Based at the Pity Me office in Durham for the first six months.
• After six months, the role typically follows a hybrid pattern of three office days and two home-working days per week.
• Service Desk operating hours are 7:30am–6:00pm Monday to Thursday and 7:30am–5:00pm Friday.

Salary

• Salary starts from £27,625; no pay cadence is stated.

Benefits

• Benefits include annual leave and bank holidays, pension, local attraction access, discounts, wellbeing support, sustainable travel schemes and financial wellbeing support.