Software analyst Work, Jobs in Durham, Dur (with Salaries)

Service Desk Analyst
Norton Rose Fulbright —Newcastle upon Tyne
- Full-time
- Hybrid work
- Azure
- Windows
- Communication skills
10d
Junior Developer
Reeves Group Holdings —Newcastle upon Tyne
- £26,500 a year
- Full-time
- AWS
- Software development
- APIs
- Annual leave
Quick apply
10d
1st/2nd Line Support Analyst
Ramsdens Financial Ltd —Stockton-on-Tees
- From £15.18 an hour
- Full-time
- Windows
- Microsoft Office
- SQL
- Employee assistance programme
- Employee discount
Quick apply
2d
Analyst: Application Testing
Norton Rose Fulbright —Newcastle upon Tyne
- Computer Science
- Engineering
- SQL
9d
Senior Business Intelligence Analyst
Newcastle University —Newcastle upon Tyne
- £47,389 - £56,535 a year
- Full-time
- University
- Continuous improvement
- Python
Knowledge Analyst
NECSWS —Hartlepool
- £26,000 - £28,000 a month
- Full-time
- Microsoft Excel
- Customer service
- SharePoint
- Annual leave
Quick apply
Business Analyst - Newcastle
Accenture —Newcastle upon Tyne
- Full-time
- Hybrid work
- Azure
- AWS
- APIs
DDaT Service Analyst
HC-One - Strategy —Darlington
- Microsoft Office
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
Software Developer
Magnific It Limited —Darlington
- £38,063 - £44,911 a year
- Hybrid work
- Azure
- Computer Science
- Software troubleshooting
- Free parking
- Work from home
Quick apply
9d
Associate Product Manager
HM Revenue and Customs —Newcastle upon Tyne
- £45,544 - £49,523 a year
- Part-time
- Hybrid work
- English
- Presentation skills
- Travel
- Work from home
Senior Business Analyst
The AA —Newcastle upon Tyne
- Full-time
- Hybrid work
- Bachelor's degree
- Software development
- Agile
- Annual leave
- Employee assistance programme
9d
Associate Product Usage Analyst (UK Remote)
Turnitin, LLC —Newcastle upon Tyne
- Full-time
- Remote
- Microsoft Excel
- Customer service
- Analysis skills
- Annual leave
- Flexitime
Quick apply
Technology Analyst - PMO (UK Remote)
Turnitin, LLC —Newcastle upon Tyne
- Full-time
- Remote
- DevOps
- Data analysis skills
- No degree
- Annual leave
Quick apply
Technical Service Analyst
Care Quality Commission —Newcastle upon Tyne
- £30,373 a year
- Full-time
- Annual leave
2d
Change, Configuration & Release Analyst
NECSWS —Hartlepool
- Full-time
- Microsoft Excel
- Data analysis skills
- Annual leave
Quick apply
QAT Analyst (SC Cleared)
Scrumconnect Consulting —Newcastle upon Tyne
- £45,000 - £55,000 a year
- Engineering
- Analysis skills
- JavaScript
Newcastle Technology Degree Apprenticeship 2027: Software Engineering Specialism
Accenture —Newcastle upon Tyne
- £26,299 a year
- Hybrid work
- Engineering
- University
- Organisational skills
- Annual leave
- Employee assistance programme
Quick apply
Lead Global Analysis Engineer
Baker Hughes —Newcastle upon Tyne
- Full-time
- Engineering
- Master's degree
- Bachelor's degree
- Flexible schedule
Product Owner - Newcastle
Accenture —Newcastle upon Tyne
- Full-time
- Hybrid work
- Azure
- AWS
- Continuous improvement
Compliance Analyst d3t - 12 Month Contract
Keywords Studios —Gateshead
- Hybrid work
- Computer literacy
- Software development
- SDLC
- Free parking
- Flexible schedule
Quick apply

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software analyst jobs near durham, dur

Service Desk Analyst

Norton Rose Fulbright -
Newcastle upon Tyne

Apply Now

Job details

Full-time
10 days ago

Qualifications

Azure
SCCM
Encryption
Windows
ITIL
iManage
ServiceNow
Application support
Communication skills
Active Directory
Intune
VPN

Full job description

Practice Group / Department:

IT Regional - Service Desk - Newcastle

Job Description

Norton Rose Fulbright is a global law firm with more than 3,000 lawyers advising clients across locations in the United States, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East. We provide the world's preeminent corporations and financial institutions with a full business law service.

With over 50 offices and 7,000 employees worldwide, our culture is the thread that connects us, as well as our values of unity, quality and integrity. Our strategy and culture are connected – defined by shared ambition, global collaboration and a one-team mindset. We believe pioneering work happens when people are empowered to think beyond boundaries, explore new opportunities and grow through diverse experiences. Alongside the right skills and experience, we look for people who are innovative, commercially minded, and motivated by the impact of the work they do – ready to share in our ambition and help shape what comes next.

Because while individuals can do well, together we achieve something extraordinary.

The Team
The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for our UK and International Offices.

The key focus of the team is to deliver a world class IT service to the business.

The Role
Reporting to the Service Desk Team Leader, this is a highly customer focused and visible role requiring excellent first line and application support skills.

Key Responsibilities

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email
1st line support - troubleshooting IT related problems in relation to software, hardware, access rights and mobile working solutions (iPhone, Intune, AVD and VPN)
Ensuring all contact with customers is logged within the ITSM tool (ServiceNow), making use of all incident templates and processes that are built into the system
Take ownership of customer problems, proactively reviewing, updating and attempting fixes for all tickets in personal queue. Following up the status of problems on the customer's behalf (when escalated outside of the Service Desk) and communicating the progress in a timely manner.
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Assist with the creation of Knowledge Base Articles, Incident Templates and Standard Operating Procedures to assist team with handling Incidents/Requests
Work with team mates to ensure that there are sufficient staff members available to take phone calls throughout the working day
Proactively identifying potential Major Incidents and following the necessary escalation processes
Responsible for handling most of the telephone calls made to the Desk
Proactively reviewing, updating and attempting to perform same day fixes on all “unassigned” tickets within ServiceNow (Incidents as well as Service Requests)
Aim to deliver an 90% first time fix rate on all Incidents
Aim to fulfil all Service Requests and resolve all Incidents within agreed SLA period

Skills and Experience Required

Experience of working as either 1st or 2nd line in a busy professional services environment, supporting 2000+ customers.
Experience working with high profile, VIP customer
Ability to troubleshoot and understand the customers’ requirements, to be able to deliver the right solution to meet their ‘needs’ rather than their ‘wants’.
Process driven, with the ability to focus on the end result/be a completer, finisher.
Excellent written and communication skills.
ITIL Qualified (Desirable)

Candidates must have knowledge of supporting the following :

Microsoft Windows 11
Microsoft 365
Exchange 2016 (Online & On Premise)
InTune / AD
VPN Solutions
Video Conferencing solutions (Zoom and Teams)
Mobile Devices and Mobile Device Management solutions
Printing solutions (Desktop and MFD)
Active Directory and Azure Active Directory
Encryption software

Desired candidate would also have knowledge of supporting the following

iManage DMS (or other Document Management Systems)
Apple iPhones
File transfer solutions
Mimecast email management
SCCM (reporting, collection management, log analysis)
Document Management tools

Shift Information

Hybrid working – our firm policy is for colleagues to attend the office a minimum of two days per week.
The Service Desk Analyst will work a 7 hour shift any time between 8am-8pm Monday to Friday. The candidate must be available to work during these times
Working a total of 35 hours per week
Shift times are on a rotation basis

#LI-JC1 #LI-Hybrid

Diversity, Equity and Inclusion

To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential.
Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. Find more about Diversity, Equity and Inclusion here.

We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know here.

Apply Now

Refine Your Search

software analyst jobs in durham, dur

Service Desk Analyst

Junior Developer

1st/2nd Line Support Analyst

Analyst: Application Testing

Senior Business Intelligence Analyst

Knowledge Analyst

Business Analyst - Newcastle

DDaT Service Analyst

Software Developer

Associate Product Manager

Senior Business Analyst

Associate Product Usage Analyst (UK Remote)

Technology Analyst - PMO (UK Remote)

Technical Service Analyst

Change, Configuration & Release Analyst

QAT Analyst (SC Cleared)

Newcastle Technology Degree Apprenticeship 2027: Software Engineering Specialism

Lead Global Analysis Engineer

Product Owner - Newcastle

Compliance Analyst d3t - 12 Month Contract

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