Offers “ENGIE”

Expires soon ENGIE

IT Service Desk Analyst

  • Newcastle (Tyne and Wear)

Job description



ENGIE have the opportunity you are looking, they are recruiting a Technical IT Service Desk Analyst to be based at Q3 Office, Quorum Business Park, Benton Lane, Newcastle-upon-Tyne, NE12 8EX. This is a permanent, full time role working 37.5 hours per week. 
On offer is a salary banding of £17,550-£18,250, (dependent upon skills and experience ) and benefits package.

The hours are as follows:
Monday-Friday, between 7:30am-5:30pm, and periodic on-call cover to provide first-line support to the out-of-hours support.

Main Responsibilities/Duties Include:

·  Answer telephones calls from customers within SLT using the correct ENGIE greeting 
·  Responding to customer’s phone generated IT related incidents/requests. Logging calls on the system accurately and in full detail, both during and after the call and completing all administration within timescales and to a high level of accuracy
·  Assessing the criticality of each situation by being proactive and asking for as much information as possible to help the caller assess their requirements
·  Escalating to the relevant Team Leader for any business-critical issues or complaints.
·  Provision of first line telephony support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible. Retention of end to end ownership and working with ENGIE UK resolver groups and third parties where required.
·  Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution.
·  Develop skill set to provide guidance on all supported software and hardware deployed by the organisation.
·  Manage communications to service users in the event of any service impacting issues.
·  Ensure that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
·  Provision of effective Incident Management, working closely with resolver groups to undertake effective Problem Management. 
·  Contributing to Information Security by assisting in the preservation of confidentiality, integrity and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team.

Qualifications :

Qualification in the field of Information Technology and / or 2 years equivalent work experience.

Skills & Experience :

•A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures.
•Knowledge of basic computer hardware, including Dell, HP, Cisco, and operating systems, including Windows 7/10
•Good knowledge of a leading IT Service Management Tool.
•Working knowledge of a range of diagnostic utilities.
•Knowledge of ITIL processes – particularly Incident Management, Problem Management and Request Fulfilment.
•Exceptional written and oral communication skills.
•Excellent interpersonal skills, with a focus on rapport-building, listening and questioning skills.
•Professional telephone manner with ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels.
•Proven experience in a customer facing role.
•Ability to work well within a team environment.
•A good understanding of IT Service Desk challenges.
•Proven analytical and problem-solving abilities.

For this role, you must have evidence of the right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.

The ENGIE Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers.

If you are a disabled applicant and meet the minimum outlined in the job description, you will be given the opportunity to demonstrate your abilities at interview.

Additional Information
·  Posting Date: Nov 14, 2019

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