IT job Newcastle Upon Tyne

Apply for this Service Desk Analyst/ First Line/ Incident Analyst role today

An exciting opportunity has arisen for a Service Desk Analyst/ Incident Analyst to join well established blue chip organisation based at their prestigious customer sites in Newcastle Upon Tyne.

This role is predominantly working from home

This is an entry level position where training will be provided and is part of an exciting new project for our customer.

The role is 37.5 hours per week, 7.5 hour shifts a day. Monday to Friday covering shifts between 07.00 – 19.00

The responsibilities will include:

• Provide first level fix/response for reported Incidents
• Complete request Fulfilment within Service Desk SLA
• Provide first level response to Event Tickets
• Escalate High severity Incidents to Major Incident Management and Shift Commanders
• Support Major Incident Management by providing information on recent application
changes and Failover options at the outset of Incident reporting
• Collect log information to support Incident restoration and RCA process
• Work closely with the event management team in proactively resolving events before
they become service impacting
• Creation and ownership of application failover procedures
• Assist Event activities and develop skills to provide support for 2nd line
resolution.

Essential Skills:

• Basic knowledge of Windows 10 operating system and associated technologies
• Some PC hardware awareness and fault diagnosis skills
• Ability to achieve SC security clearance

Desirable Skills:
Customer service experience preferable

If you are looking for an IT job in Newcastle Upon Tyne as a Service Desk analyst /Incident management analyst. please apply now!

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