1st/2nd line support- Newcastle

1st/2nd line support- Newcastle

  • Location

    Newcastle upon Tyne, Tyne and Wear

  • Sector:

    Help Desk

  • Job type:


  • Salary:

    £160 - £180 per annum

  • Contact:

    Christina Papageorgi

  • Email:


  • Job ref:


  • Published:

    10 months ago

  • Duration:

    6 months

  • Expiry date:


  • Consultant:


1st/2nd line support/ Helpdesk Analyst- Newcastle

This is a 6 months contract for a 1st/2nd line support analyst. You will be required to Log and resolve incidents and requests that come via phone, e-mail, customer portal and customers in person. Providing excellent customer service, taking ownership of all incidents and requests, escalating where necessary.

Strong technical skills are a necessity in this demanding role where you will need to problem solve and fix issues swiftly.

Working closely with the 2nd and 3rd Line teams will be required to ensure incidents are resolved quickly and effectively.

Working in a rotating shift pattern including shifts that start at 7am, 8am, 9am and 10 am. Weekend and out of normal office hours work may also be required at times during busy periods.

Qualifications/Educational Requirements

A minimum of 3 years' experience working in a busy highly regulated service desk environment

Strong technical skills across infrastructure, desktop devices and operating systems with ability to problem solve and fix issues swiftly.

Experience of managing high volumes of incoming phone calls up to 400 per day across the team

Experience of managing incoming work from several sources, e-mails, customer portal, event logging, walk ups and live chat

Experience of managing calls and requests within SLA

Evidence of consistent achievement against performance targets

Experience of managing on-boarding, systems access and off-boarding of employees during their organisational lifetime

A 'can do', solutions focused approach to work and customer service

Beneficial to have experience of working with ServiceNow.

Beneficial to hold Microsoft qualifications.

Beneficial to hold the ITIL Foundation certificate or higher.

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