24/7 IT Analyst

We are looking for a 24/7 IT Analyst to join our growing 24/7 Team to support our Service Desk.

As a 24/7 IT Analyst, you'll gain hands-on experience with a broad range of technologies, while delivering swift responses to general IT issues for our customers.

By joining our 24/7 team, you'll work on a shift rotation and will focus on delivering robust technical solutions whilst ensuring customer satisfaction remains our top priority.

Communication with customers will take place over the phone and via email whilst utilising fault-finding programmes that assists you to diagnose and fix customer problems remotely.

Customer service is key to success in the role – living our values are woven through everything we do to guarantee that our service delivery is second to none.

What you will be doing:

• Tackle IT challenges head-on, from End-user support to Infrastructure troubleshooting, ensuring seamless resolutions that keep systems running smoothly.
• Utilise Network Monitoring Systems (NMS) to provide 24/7 support for customers, working closely with 3rd party carriers.
• Conduct Root Cause Analysis (RCA) to identify and address recurring IT and security-related issues.
• Respond to customer calls, providing prompt assistance for IT and security issues and/or incidents.
• Collaborate with fellow IT Analysts to coordinate responses to complex incidents.
• Prepare comprehensive handover notes to ensure analysts maintain continuity of operations.
• Escalate to on-call engineers where necessary.

You will suit the role if you have :

• Previous experience in an End-User Support, Networks or Infrastructure role.
• Enthusiasm for continuous learning and professional growth across multiple disciplines.
• Demonstrated ability to excel in dynamic environments and handle challenging situations with confidence and efficiency.
• Exceptional attention to detail and excellent organisational skills.

The following certifications are advantageous but not essential:

• Microsoft certifications (MD102, MS102, AZ900, AZ104, etc)

Our values We understand that you might not have all the qualifications and experiences for this role, therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do.

As long as you are passionate and strive to be the best at what you do this role may be a fit for you.

£32,000 - £36,000 (depending on experience.

inclusive of a 20% shift uplift)

Here at Aspire we offer a great benefits package and a competitive salary.

Being a people centric organisation is what sets us apart – we strive to look after our people in the best way we can.

• Travel benefits including free parking and subsidised travel passes

• Cycle to Work Scheme
• Network Benefits

• Enhanced Annual Leave Entitlement (increasing with length of service)
• Enhanced Maternity, Paternity and Parental Schemes

• Employee referral scheme
• New business referral scheme

• Life Assurance and Critical Illness cover

Location and Working Arrangements You will be based at Aspire’s Gateshead Head Office, with travel as required to meet the needs of the business.

Hours of Work A shift pattern of 4 days on and 4 days off - with shifts alternating between day and night shift.

The hours of work will be 7am - 7pm on day shift and 7pm - 7am on night shift.

Equality, Inclusion and Diversity at Aspire Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

We generally conduct interviews in three stages, lasting approximately 2-3 weeks depending on everyone’s calendars.

• Shortlisted candidates will be invited to a pre-screening call via teams to discuss your experience and what you’re looking for in your next role.
• Successful candidates will be invited to an interview with the Hiring Manager.
• If successful in interview, candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).

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