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Technical IT Service Desk Analyst

Requisition ID: 51859

Domain: Support Services/IT and Digital

Contract type: Permanent

Schedule: Full-Time

EQUANS is looking for a Technical IT Service Desk Advisor to join our team based at our office in Long Benton, Newcastle on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a salary of £23,400 per annum, dependant upon skills and experience as well as benefits package. 

The Technical IT Service Desk Analyst is required to support the IT Service Desk Team Leader in providing an efficient, cost effective, customer focused IT Service Desk which provides a single point of contact to log, manage and action all customer incidents and service requests.

What will you deliver? 

  • Answer calls and respond to ITSM tickets within agreed KPI targets whilst adhering to quality monitoring guidelines
  • Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible
  • Retention of end-to-end ownership whilst working with IT Resolver Groups and third parties
  • Communicate incident resolution or request fulfilment to the customer
  • Log all customer issues in the ITSM system accurately and in full detail, completing all administration within timescales and to a high level of accuracy
  • Adhere to effective ITSM queue management
  • Keep up to date with all changes in the EQUANS environment to facilitate understanding and diagnosis of user faults / requirements to ensure point of call resolution is achievable
  • Assessing the criticality of each situation by being proactive and asking for detailed information to help assess urgency and impact
  • Escalate to the relevant Team Leader/Senior Analyst for any high priority business-critical issues or complaints
  • Provision of access management, including but not limited to onboarding of new starters, new starter inductions, system access modifications and timely processing of leavers
  • Develop skill set to provide guidance on all supported software and hardware deployed by the organisation
  • Perform remote / onsite desktop support, including installing and upgrading of software and hardware components
  • Install new / upgrade existing software packages via SCCM
  • Provide support and advice to employees and line managers, explaining IT related policies and procedures in a timely and effective manner
  • Ensure that priority setting, and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved
  • Contributing to Information Security by assisting in the preservation of confidentiality, integrity, and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team
  • Support audits (internal and external) by complying with requirements to security policies and GDPR
  • Create or amend documentation of new and existing IT Service Desk processes
  • Carry out any ad hoc tasks/duties which may reasonably be expected as requested by IT Management.

What can we offer you? 

On offer is a salary of £22,260 per annum, dependant upon skills and experience as well as benefits package, which includes; 

  • 24 days annual leave (+ public holidays) 
  • Life Cover equivalent to 1 times annual salary 
  • Employee discount shopping schemes on major brands and retailers 
  • Gym membership discounts  
  • Cycle to work scheme  
  • Holiday purchase scheme 
  • 2 corporate social responsibility days per year 
  • Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes 
  • Attractive Employee Referral Rewards Scheme 
  • Access to our growing employee networks including WiE (Women in EQUANS), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network 
  • 24/7 Employee Assistance Program and access to mental wellbeing app.

Who are we looking for? 


  • Qualification in the field of Information Technology and / or equivalent work experience
  • A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures
  • Knowledge of basic computer hardware
  • Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions
  • Understanding of Networking configurations (LAN/WAN)
  • Good knowledge of a leading IT Service Management Tool
  • Working knowledge of a range of diagnostic utilities
  • Knowledge of ITIL processes – particularly Incident Management, Problem Management and Request Fulfilment
  • Strong ability to quickly understand user requirements and issues
  • Professional telephone manner with ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels
  • A good understanding of IT Service Desk challenges.

This role includes a DBS Basic check therefore ability to pass is essential. 

Who are we? 

EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.   

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables. 

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live. 

EQUANS is a Bouygues group company. 

What’s next? 

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch. 

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.  

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. 

The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers. 


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EQUANS is a multi-technical expert that offers a comprehensive range of services across facilities management, energy management and construction.

As an international market leader, we help our customers in the 3 major transitions of today: the energy transition, the industrial transition and the digital transition.