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ICT Service Desk Analyst

  • Location: Stockton-on-Tees, County Durham
  • Job type: Permanent
  • Sector: Safety (HAZOP, HAZID, SIL and LOPA)
  • Date posted: 04/03/2019
  • Job reference: VR/44231
This vacancy has now expired.
Only those with the Right to Work in the UK should apply. Raeburn do not have the ability to provide visa sponsorship, therefore current valid ability to work in the UK is required.

An exciting opportunity to join one of the Engineering service compny in Stockton-on-Tees on a permanent basis.


This job description details the requirements for the role of ICT Service Desk Analyst, reporting directly to the ICT Support Manager.


§In line with business and legislative requirements, to ensure that the business is provided with an extremely high level of ICT support & project management services.
§To maintain high levels of safety, availability and reliability for ICT services, by ensuring the effective and accurate provision of a diverse range of ICT, outstanding communication and account management skills in order to support the company business as a whole in achieving ICT goals and objectives.
§To contribute to the timely achievement of personal, departmental and section goals.
§This role will take lead in the day to day operations and co-ordination of the company ICT Service desk, ensuring calls are fully managed from point of escalation to resolution ensuring 100% customer satisfaction.


To lead the co-ordination of the ICT Service Desk, and help develop the policies, reports, procedures, written protocols etc, satisfying both business and customer needs and statutory and agreed internal and external standards.

Responsible for providing the main point of contact between end users, customers and ICT Staff.

Ensure comprehensive asset management across the estate.

To ensure the effective and accurate provision of a range of administration and support duties. To include (but not limited to):

§Day to Day co-ordination and management of ICT Service Desk (from call logging to triage these issues and escalate to the correct departments)
§1st, line company ICT Service Desk Support
§Preparation and installations of hardware/software.
§Asset Management
§Mobile Phone Management
§Management of multi-vendor printing estate.
§Procurement of ICT Equipment/Licenses/Systems.
§Training / Inductions of staff on new systems and hardware.
§To provide appropriate support and information to the ICT Support Manager outlining relevant issues, trends and policies.
§To establish strong, effective relationships with all members of the ICT Department and its key customers - internal and external.

To portray the role of ICT Service Desk Analyst in an enthusiastic, positive and professional manner.

§ICT qualification.
§Relevant ICT work experience & contributions.
§Previous help desk/service desk analyst or co-ordination role.
§Experience in Building, installation & upgrading of hardware.
§Relevant 1st Line ICT Helpdesk knowledge.
§Relevant Service Level Agreement Management.
§Microsoft OS (Win 7 Onwards).
§MS Office 2010 Onwards.

In order for your application to be progressed, all candidates must meet the minimum requirements of the job role person specification