Service Desk Analyst

Job Summary:

An exciting opportunity has arisen for a Senior Service Desk Analyst to join a well-established IT team based in Newcastle upon Tyne. This is a varied and engaging role combining ticket handling, technical troubleshooting, on-site support, hardware builds, deployments, and repairs. You will also have the opportunity to contribute to IT projects and bring forward ideas and improvements to enhance the team’s performance.

The IT Service Desk serves as the central point of contact for all IT-related incidents, service requests, and technical issue resolution. Reporting to the Service Desk Manager, you will provide high-quality first-line technical support to ensure the smooth operation of internal IT systems and processes. The role also involves promoting excellent customer service and driving continuous improvement within the support function.

This is a hybrid role, with a requirement to participate in a rota covering core hours from 08:00 to 17:30, alongside three other Senior Service Desk Analysts.

Key Responsibilities:

• Assist in the effective day-to-day operation of the IT Support function.

• Take ownership of support issues by performing thorough analysis and implementing fixes to restore service promptly.

• Provide support for Microsoft Office and bespoke in-house applications.

• Handle IT support queries, ensuring accurate logging and resolution.

• Recommend and contribute to improvement initiatives.

• Set up and configure IT equipment for new starters and device replacements.

• Maintain fault tracking and documentation.

• Promote IT awareness and support digital literacy across the organization.

Job Requirements:

• Previous experience in an IT support role.

• Strong knowledge of Microsoft Office applications.

• Experience configuring laptops and mobile devices for end users.

• Familiarity with IT tools such as Active Directory, SCCM, and Intune.

• Excellent communication skills, with the ability to explain technical concepts clearly.

• A proactive, adaptable approach, with the ability to work independently or within a team.

• Strong analytical and problem-solving skills.

• High attention to detail, time management, and organisational capabilities.

Benefits

• Enhanced pension scheme with matched contributions up to 6%.

• 25 days annual leave plus bank holidays (increasing with service), with the option to purchase additional days.

• Life assurance cover (4x salary) with options to increase.

• Employee Assistance Programme (EAP).

• Hybrid working model (minimum 2 days per week in the Newcastle office).

• Access to a flexible benefits platform for additional perks and cover options.