Newton Europe

Analyst

• Triage service desk tickets accurately and promptly
• Operate within Incident and Service Request Management processes
• Fulfil service requests and support incidents through to resolution
• Deliver IT inductions and maintain induction slide decks
• Build relationships with key stakeholders and service desk suppliers
• Follow, create, and improve standard operating procedures
• Create workplace documentation and service desk solutions
• Escalate complex issues to internal teams or third parties
• Support upskilling and onboarding of new team members
• Advocate for end users and challenge internal IT teams to improve services
• Operate within Problem Management and Change Management frameworks
• Work on projects and process improvements, including maintaining project plans
• Support continual improvement within the Service Desk team
• Work morning and evening shifts as required for international operational needs
• Travel to the London office, typically once per month, with additional visits as business needs require

IT Service Desk Analyst