ICT Service Desk Analyst

RSR is a public safety & enterprise security recruitment specialist. We assist public safety employers find the right talent. We assist all employers when they want to source public safety and enterprise security skills and experience.


ICT Service Desk Analyst
Gosforth Business Park, Newcastle (Hybrid - 2-3 days in office)
Permanent
Salary: £29,171 per annum
⏰ 37 hours per week (4 days, rota working days are 8am-6pm)
26 days holiday plus your birthday off, rising to 31 days after 3 years' service

About the Role
We're looking for an ICT Service Desk Analyst to join a dynamic and forward-thinking digital services team. This role is central to delivering high-quality, customer-focused IT support while contributing to ongoing digital transformation initiatives.
You'll provide frontline support across a wide range of technology services, ensuring systems are reliable, accessible, and meet the needs of users across the organisation.

Key Responsibilities
Service Delivery & Support

Provide 1st and 2nd line IT support during business hours
Diagnose, troubleshoot and resolve incidents, escalating where necessary
Fulfil routine service requests and implement approved changes
Support problem management by identifying and helping resolve recurring issues
Maintain accurate records of end-user devices and assets
Provide onsite support as requiredTechnical & Project Support

Assist with end-user computing, networking, and infrastructure support
Contribute to IT projects and digital transformation initiatives
Support deployment and configuration of hardware and mobile technologies
Assist with disaster recovery and business continuity planningTeam & Collaboration

Work collaboratively within the ICT team to deliver excellent service
Support colleagues across different technical areas when needed
Contribute to a positive, high-performing team cultureContinuous Improvement

Help drive service improvements and operational efficiency
Ensure compliance with policies, procedures, and data protection standards
Promote innovation and contribute to an agile, improvement-focused environmentAbout You
Experience & Qualifications

Relevant ICT qualification (or equivalent experience)
Experience working in a service desk or IT support environment
Experience working collaboratively within a teamKnowledge

Understanding of incident, problem, and change management processes
Awareness of IT systems, infrastructure, and support environments
Understanding of data protection and IT governance (desirable)Skills

Strong problem-solving and decision-making ability
Ability to manage workload and meet service level targets
Good communication and interpersonal skills
Comfortable working with a range of technologies in a modern IT environmentPersonal Attributes

Customer-focused with a proactive approach
Reliable, resilient, and able to work under pressure
Collaborative and supportive team player
Committed to inclusion, innovation, and continuous improvementWhy Join?

Work a 4-day week
Hybrid working for better work-life balance
Generous holiday allowance that grows with service
Opportunity to develop your skills across a broad IT environment
Be part of a team driving meaningful digital transformation

Due to the high volume of applications we receive, if you do not hear from us within 7 working days, your application has been unsuccessful.


If this role is not for you but you do know somebody who would be interested, please feel free to refer them to us! We have a "Refer A Friend" bonus scheme and we will reward you retail vouchers for any referrals who are not already known to us and are successfully placed!


Red Snapper Recruitment is a member of the Red Snapper Group.


The Red Snapper Group acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates.


The Red Snapper Recruitment Group is an equal opportunities employer