It Service Desk Analyst

EQUANS is looking for an IT Service Desk Advisor to join our team based in Long Benton, Newcastle on a temporary (12 months) basis. This is a full time role working 37.5 hours per week. On offer is a salary of £21,255, dependant upon skills and experience as well as benefits package.

The IT Service Desk Analyst is required to support the IT Service Desk Team Leader in providing an efficient, cost effective and customer focused IT Service Desk which provides a single point of contact for all users of IT through the logging and management of all incidents and service requests.

You will have the opportunity to add real value to a multinational, complex business which strives to enable a greener, more efficient and connected world.
As a member of our Shared Services team, you will have the ability to work flexibly from our brand-new office space at the Quorum Business Park for 2 days each week, with 3 days at home. Our team embraces a culture of flexibility, support and inclusivity where employee wellbeing and development is at the forefront of all we do.

What will you deliver?

• Provide day to day first line IT Service Desk support
• Correctly log, prioritise, assign, track and respond to incidents and service requests in a timely manner, meeting agreed SLAs, and according to agreed standards and procedures
• Identify and resolve incidents and Service Requests within agreed SLAs, ensuring 1st line resolution is achieved wherever possible, referring to additional resolver groups where required, whilst maintaining ownership of the request through to completion
• Escalate high priority incidents to both internal and external teams, as appropriate
• Keep users and other interested parties informed of progress throughout the lifecycle and ensure that corrective action is taken to avoid or minimise delays
• Continually increase the number of incidents and requests resolved at the first point of contact
• Appropriately apply priority setting and escalation procedures
• Adhere to the Complaints and Escalations Processes
• Contribute ideas for service improvements
• Maintain support documentation of tools that are used by the IT Service Desk
• Monitor incident trends to identify recurring problems and implement solutions that will reduce frequency of incidents
• Provide training and knowledge articles to EQUANS IT customers to target high volume non-complex tasks to reduce contact volumes and lower our cost to serve
• Ensure that all relevant incidents are linked to their appropriate problem
• Ensure that the team develops effective working relationships at all levels by simplifying complex technical messages and acting as an advocate of IT both externally and internally.

What can we offer you?

On offer is a salary of £21,255, dependant upon skills and experience as well as benefits package, which includes;

• 24 days annual leave (+ public holidays) – Pro rata
• Life Cover equivalent to 1 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Holiday purchase scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks including WiE (Women in EQUANS), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network
• 24/7 Employee Assistance Program and access to mental wellbeing app.

Who are we looking for?

• Qualification in the field of Information Technology and / or equivalent work experience
• A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures
• Knowledge of basic computer hardware
• Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions
• Understanding of Networking configurations (LAN/WAN)
• 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
• Strong ability to quickly understand user requirements and issues
• 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
• Ability to work well within a team environment
• A good understanding of IT Service Desk challenges.

This role includes a DBS basic check therefore ability to pass is essential.

Who are we?

EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

EQUANS is a Bouygues group company.

What’s next?

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

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

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