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 required

Technical & 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 planning

Team & 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 culture

Continuous 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 environment

About You
Experience & Qualifications

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

Knowledge

• 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 environment

Personal 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 improvement

Why 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.