IT Service Desk Analyst
Newton works on all kinds of projects, in virtually any sector. Such as making daily working life simpler and more effective for thousands of supermarket shop floor staff, for instance. Or ensuring more social care service users lead independent lives. Or enabling thousands more patients to be seen in clinics.
The technology we use is 100% cloud-based and is designed to support our extremely mobile workforce. Across the IT Team, we are keen to ensure the technology services keep pace with and underpin Newton's ambitions.
The IT Service Desk plays a key role in ensuring that the business can operate effectively and efficiently through their use of technology. Our customers are our colleagues, largely operational consultants delivering exceptional work on client projects across the UK and occasionally beyond.
The IT Service Desk Analyst role is often the first point of contact for IT across the business. Customer service is key to this role and the IT Service Desk Analyst will need to seek to fully understand the needs of the customer and have a real desire to help them get to a successful conclusion.
Key Responsibilities
* Handling the day-to-day incidents/requests that arrive into the IT Service Desk
* Identifying, troubleshooting, and resolving technical problems where possible
* Triaging issues that arrive with the IT Service Desk to ensure they land with the correct teams in the shortest time possible
* Escalating issues that can't be resolved by the IT Service Desk in a timely fashion and ensuring the escalation has been received
* Managing our Service Requests to ensure they are completed accurately and efficiently
* Supporting the IT Service Desk Lead in identifying trends of incidents to aid problem management and supporting our continual improvement cycle
* Creating and updating documentation to support colleagues and customers
* Occasionally involved in tasks/actions that make up our larger projects
Requirements
You'll be a high calibre individual, with exceptional levels of personal drive and eagerness for personal development. An analytical mind, coupled with strong communication skills and a positive attitude are essential to fit into the Newton culture. You'll have previous experience in a similar role or can demonstrate a passion for supporting customers through technology.
The Successful Candidate Will Also Have/be The Following
* Excellent customer service skills. A real desire to help people and to have the drive and tenacity to own issues from start to finish
* A real attention to detail and being able to follow key processes accurately to reach the desired business outcome
* An excellent approach to problem solving. To have detective-like skills and take a positive approach to understand and solve even the most complex problems
* Proactive and consistent in their approach to work and will drive improvement in their areas of responsibility and beyond
* An excellent approach and ownership of their own personal development. As part of this role, we will support you to obtain both industry recognised certifications, develop soft skills and build the knowledge to thrive in this role
* A desire to work as part of a collaborative team and play a key role in helping drive that team forward
* The ability to prioritise their own work to deliver the best possible customer service and ensure that the customer always comes first
* An understanding of, and ideally experience of supporting, end user technologies such as Microsoft Office and Microsoft Windows Operating Systems
* A passion for technology and desire to learn about new systems and tools
It would be great, but not essential, if you also had one or more of the following:
* An understanding of user account management within a Microsoft environment
* An understanding of Office 365 Administration
* Experience in or awareness of ITIL
* Experience in or awareness of supporting the employee lifecycle (Starters, Movers, Leavers) within an IT environment
* Experience in or awareness of Incident/Ticket Logging Systems (ITSM) platforms (FreshService, ServiceNow, etc)
* Experience in or awareness of supporting cloud technologies
* Experience in or awareness of mobile device technologies
Benefits
Newton maximises the potential of our people, whether in client-based consulting roles, or in head office functions. The prospects for career and personal development in this role are no exception. Our business continues to grow, through our historically effective organic recruitment model and in addition our recent acquisitions and commitment to international expansion. This business growth, alongside our continual striving to add more value from every function of the business creates significant opportunities for those with the right capabilities and attitudes.
Supporting you starts from day one. New joiners often highlight the Newton energy and support they first encounter in the recruitment process and that continues through into their time at Newton. Once in role, you'll get support from several sources - from stretching projects, on-the-job feedback and developmental guidance. You'll have a dedicated and consistent Development Manager to support your career progression. You'll receive regular appraisals and annual pay reviews.
We offer a highly competitive salary (£27,000 - £33,000) and our generous benefits package includes Life Assurance, Income Protection, pension contributions and 25 days holiday. We also operate a profit share scheme so that our people share in the success of the business. The profit share bonus is based on company performance and typically paid out in March and September.
Joining us also brings many social benefits. We have a full social calendar with Autumn and Spring activity days, Christmas events, a 2-day Summer event and 4 Newton-sponsored weekends a year.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
* Industries
* Business Consulting and Services
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