What's involved with this role:
Role: Service Desk Analyst
Job Ref: QAD 1958/3009
Pay Rate: Competitive Market Rate
Hours per week: 37 hours per week
Contract Length: Until end of March 2025
Location: Newcastle - hybrid. One week in the office, one week remote.
Usual hours:
Remote: 07:00 – 19:00. hrs, can involve 07:00 or 08:00 or 09:30 or 10:30 hrs start.
In office: 08:00 to 16:00 hrs
We are seeking a Service Desk Analyst who will serve as the primary point of contact on the platform for all users. This role involves supporting a range of devices including laptops (Windows and macOS), smartphones (Android and iOS), VoIP systems, and Google Cloud services for standard office tools, along with specialist applications across the estate.
The role requires a minimum of 2 years of experience working on a service desk, with a focus on customer-facing support. You should have experience with tools like SCCM, Active Directory, Jimph, Workspace1, and supporting Google environments, along with familiarity with ITIL practices.
Key Accountabilities:
Act as the face of Live Service by delivering first and second line IT support to a diverse range of users.
Manage, support, and maintain all hardware devices, including asset tracking.
Handle tasks related to building laptops and smartphones, managing phone and IT portal ticket support, and offering in-person user assistance at Tech Hubs.
Track and prioritise incidents and service requests, resolving issues within agreed timeframes.
Manage the creation and maintenance of corporate accounts for new joiners and leavers.
Collaborate closely with the Technology pillar and wider IT team to ensure the efficient delivery and continuous improvement of internal processes.
Key Criteria:
At least 2 years of experience in a Service Desk environment, with proficiency in customer-facing roles and handling tools such as SCCM, Active Directory, Jimph, and Workspace1.
The ability to work with Google Workspace and operate effectively within an ITIL environment.
A strong problem-solving mindset, taking ownership of issues and providing user-focused solutions.
The capability to explain technical concepts to both technical and non-technical audiences, adapting to new technologies as required.
Desirable Criteria:
ITIL accreditation or demonstrated experience in an ITIL-based environment.
Familiarity with Google Workspace and its associated tools.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Security Clearance: SC highly desirable; candidates with active SC clearance will be fast-tracked.
Should you require reasonable adjustments at any point during the recruitment process or if there is a more accessible way for us to communicate, please do let us know.
If you consider yourself to have a disability or if you are a veteran, and you meet the essential criteria for the role, you will be put forward for the ‘Guaranteed Interview’ scheme whereby you will have the opportunity to discuss this role and your suitability with a member of the Sourcing team.
As an Equal Opportunities Employer, we provide the best talent and encourage all applications regardless of background, in line with our commitment to diversity, equality and inclusion.
Please send your CV directly to centralgov@tclrec.com
1
Job Ref: QAD 1958/3009
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.