Service Desk Technician

Job Overview:
We are seeking a highly skilled and customer-focused Service Desk Technician to join a collaborative IT Support team based in Newcastle. The successful candidate will be responsible for providing a blend of first and second-line technical support to end-users, ensuring the smooth operation of our organization's bespoke software solutions.

Key Responsibilities:
- Provide technical support for a variety of bespoke applications used across the organization. Troubleshoot and resolve issues related to functionality, performance, and usability.
-Act as the first point of contact for end-users seeking technical assistance. Respond promptly to Service Desk inquiries via phone, email, and ticketing system. Provide initial diagnosis and resolution of technical issues, escalating more complex problems to the appropriate teams when necessary.
-Handle escalated technical issues that require in-depth investigation and troubleshooting. Collaborate with internal teams and third-party vendors to identify root causes and implement effective solutions.
-Provide high quality customer experience to all end users.

Qualifications and Skills:
-Proven experience working in a Service Desk or technical support role, preferably in an environment with bespoke applications.
-Strong technical proficiency in troubleshooting software and hardware issues, with a focus on bespoke applications.
-Knowledge of IT security principles and data protection regulations is a plus.
Relevant certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft Certified Professional) are desirable but not required.