Service desk Work, Jobs in North Tyneside, Twr (with Salaries)

Service Desk Analyst
Norton Rose Fulbright —Newcastle upon Tyne
- Full-time
- Hybrid work
- Azure
- Windows
- Communication skills
IT Technician Service Desk
Durham Constabulary —Durham
- £27,204 - £29,859 a year
- Full-time
- Windows
- Administrative experience
- Driving
IT Hardware Technician Apprentice
QA Apprenticeships —Whitley Bay
- £25,272 - £27,476 a year
- Full-time
- Microsoft Outlook
- Windows
- Microsoft Office
7d
Service Desk Analyst
Cora Health —Newcastle upon Tyne
- Up to £27,000 a year
- Full-time
- Hybrid work
- Azure
- Customer service
- Windows
- Employee assistance programme
1d
Front of House Receptionist
Emcor —Newcastle upon Tyne
- £13.45 an hour
- Part-time
- Customer service
- Communication skills
- Employee assistance programme
- Referral programme
Quick apply
Service Desk Consultant - 2nd Line (Infrastructure)
Technology Services Group —Newcastle upon Tyne
- £40,000 a year
- Azure
- Microsoft Office
- Continuous improvement
- Annual leave
- Employee assistance programme
Customer Help Desk Co-ordinator
JLA —Sunderland
- £25,272 a year
- Full-time
- Microsoft Word
- Microsoft Outlook
- Customer service
- Free parking
- Annual leave
Quick apply
Service Desk Engineer
Waterstons —Durham
- £28,000 - £32,000 a year
- Weekend availability
- Hybrid work
- Azure
- AWS
- IT
- Employee assistance programme
- Sick pay
IT Support Technician
Emporium Leisure Group Limited —Newcastle upon Tyne
- £24,420.00 - £47,130.85 a year
- Full-time
- Software troubleshooting
- Customer service
- Windows
- Store discount
- Employee discount
Quick apply
11d
After Sales Admin Co-ordinator
Nirvana Europe Ltd —Wallsend
- From £23,958 a year
- Full-time
- CRM software
- Microsoft Excel
- Salesforce
- Free parking
Quick apply
13d
Reception Administrator
UpNorth Group Ltd —Gateshead
- £27,000 a year
- Full-time
- Microsoft Word
- Microsoft Office
- Accounting
- Free parking
Quick apply
IT Support Specialist
Authentix, Inc. —Consett
- Full-time
- Microsoft Powerpoint
- Microsoft Outlook
- Windows
Quick apply
Service Desk Consultant - 2nd Line (Infrastructure)
TSG —Gateshead
- £0.01 - £40,000.00 a year
- Azure
- Microsoft Office
- Continuous improvement
- Annual leave
- Employee assistance programme
Quick apply
Front of House/Information station Volunteer
Family Gateway —Wallsend
- £0.01 - £0.02 a year
- Serving
- Hospitality
- In-person
- Free parking
Quick apply
21h
Service Desk Engineer (End User Support)
Cybit —Newcastle upon Tyne
- £24,800 a year
- Full-time
- Microsoft Outlook
- Windows
- IT
- Annual leave
- Employee assistance programme
Quick apply
2d
Incident Manager
Giacom —Prudhoe
- £30,000 - £35,000 a year
- Hybrid work
- Maintenance
- SQL
- Agile
- Annual leave
Quick apply
7d
Senior Service Desk Consultant - 3rd Line
TSG —Gateshead
- £0.01 - £45,000.00 a year
- Azure
- Customer service
- Microsoft Office
- Annual leave
- Employee assistance programme
Quick apply
IT Apprentice
Primary Goal —Sunderland
- £7.55 an hour
- Full-time
- School
Quick apply
Dynamics 365 Support Consultant
DC Thomson —Gateshead
- Full-time
- Hybrid work
- Sales
- Continuous improvement
- Accounting
Quick apply
8d
IT Team Lead - Desktop Services
Mott MacDonald —Newcastle upon Tyne
- Full-time
- Hybrid work
- Microsoft Outlook
- Management
- Customer service
- Employee discount
20h

I want to receive the latest job alerts for service desk in north tyneside, twr

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Service Desk Analyst

Norton Rose Fulbright -
Newcastle upon Tyne

Apply Now

Job details

Full-time

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

service desk jobs in north tyneside, twr

Service Desk Analyst

IT Technician Service Desk

IT Hardware Technician Apprentice

Service Desk Analyst

Front of House Receptionist

Service Desk Consultant - 2nd Line (Infrastructure)

Customer Help Desk Co-ordinator

Service Desk Engineer

IT Support Technician

After Sales Admin Co-ordinator

Reception Administrator

IT Support Specialist

Service Desk Consultant - 2nd Line (Infrastructure)

Front of House/Information station Volunteer

Service Desk Engineer (End User Support)

Incident Manager

Senior Service Desk Consultant - 3rd Line

IT Apprentice

Dynamics 365 Support Consultant

IT Team Lead - Desktop Services

I want to receive the latest job alerts for service desk in north tyneside, twr

Explore jobs in more locations

Job Description

Diversity, Equity and Inclusion

Jobseeker tools

Employer Tools

Browse

Stay Connected