Job Description
Service Desk Analyst (x2)
Newcastle upon Tyne (Hybrid Working)
Excellent Career Development | Hands-on Project Exposure
We’re looking for two Service Desk Analysts to join a friendly, forward-thinking IT team based at our Head Office on Newcastle Business Park. This isn’t your typical “ticket-only” support role — while you’ll play a key part in day-to-day service desk operations, you’ll also gain valuable exposure to a wide range of IT projects and initiatives across the business.
If you’re someone who wants to move beyond routine 1st line work and get involved in real, hands-on technical projects, this is a fantastic opportunity to accelerate your career.
The Role
As part of our Service Desk team, you’ll deliver high-quality IT support to employees and franchise partners, ensuring issues and requests are handled quickly, professionally, and effectively.
Alongside core support responsibilities, you’ll have the opportunity to:
* Contribute to IT improvement projects
* Get involved in system upgrades, rollouts, and changes
* Work closely with wider IT teams and learn new technologies
Key Responsibilities
* Provide responsive and effective IT support across the business
* Log, manage, and resolve incidents and service requests in line with SLAs
* Escalate issues where required, following established procedures
* Maintain clear communication with users throughout issue resolution
* Collaborate with colleagues on ongoing IT initiatives and project work
* Support continuous improvement across service delivery
About You
We’re looking for people who:
* Have previous experience in a Service Desk / Helpdesk role
* Are confident, approachable, and customer-focused
* Communicate clearly with both technical and non-technical users
* Thrive in a fast-paced environment and stay calm under pressure
* Enjoy learning and want exposure beyond traditional support work
Technical Skills
You should have experience with:
* Windows 10 / Windows 11
* Microsoft 365 (O365)
* Active Directory
* IT ticketing systems and SLA-driven environments
* Working with third-party providers and escalation processes