We're looking for a Service Desk Technician to join us initially for a period of 6 months. You'll be based from our office on Newcastle Quayside and you'll be the first point of contact for 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're 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. What will you be doing? Key responsibilities will include: Identifying and diagnosing issues and problems Supporting colleagues around the business with IT issues and requests. Escalating issues in a timely manner to relevant contacts 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. About you Essential Skills/Qualifications/Experience 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 Preferred Skills/Qualifications/Experience ITIL Foundation v4 CompTIA A Service Desk Analyst (SDI - SDA)