Role Overview
As a Service Desk Analyst, you'll be the initial contact for customers seeking technical support, based in Newtownabbey with a hybrid working model after initial training. Your primary responsibility will be diagnosing, resolving, and managing IT-related incidents and service requests using a variety of communication channels.
Key Responsibilities
- Act as the first point of contact for customer inquiries, handling calls, emails, chat, and portal submissions
- Log and manage incidents and service tickets accurately and efficiently
- Deliver remote support for hardware setup, software installation, and system upgrades
- Troubleshoot and resolve common Windows and Microsoft 365 issues
- Provide clear, step-by-step guidance to users when direct access isn't available
- Escalate complex issues to appropriate teams while ensuring resolution within agreed timeframes
- Keep customers informed on ticket status and expected resolution times
- Contribute to the development of technical guides and support documentation
- Route unresolved cases to higher-tier support with full context
Qualifications and Skills
Applicants should have prior experience in a service desk environment and strong communication abilities. Familiarity with incident logging tools such as Remedy is essential. You must have working knowledge of Windows operating systems, Microsoft 365, Active Directory, and core Office applications.
Preferred candidates will have experience with remote desktop tools and a basic understanding of ITIL principles.
Work Environment
The role begins with full-time office attendance in the Belfast Command Centre for the first three months. After demonstrating competence, you’ll transition to a hybrid model allowing up to three days per week in the office.
Benefits and Culture
This position offers 23 days of annual leave, increasing with tenure, with options to purchase additional days. A company-matched pension, life assurance, and generous family leave policies are included. You’ll also have access to professional development through a Learning Academy, apprenticeships, and employee-led diversity networks.
The organization values inclusion, collaboration, and innovation. Its culture centers on putting customers first, fostering growth, and ensuring every individual feels respected and empowered.
Equal Opportunity
We are committed to equal employment opportunities and are a Disability Confident employer. Selection and advancement are based on merit, skills, and enthusiasm. We ensure an accessible recruitment process and workplace for all candidates.
