Service Desk Analyst (Level 1 / Level 2) Middlesbrough, Teesside (On-site with some flexibility depending on business needs) Competitive salary, dependent on experience Company Overview Our client is a well-established business based in Middlesbrough, operating across the UK and internationally. With a strong reputation for reliability and innovation, they rely heavily on a modern Microsoft-based IT environment to support their people, operations, and customers. They are now looking to strengthen their IT support function with a proactive L1/2 Service Desk Analyst who enjoys solving problems, supporting users, and being part of a close-knit technical team. The Role As a Service Desk Analyst, you'll be the first point of contact for IT support, providing both Level 1 and Level 2 assistance across the business. You'll handle incidents, service requests, and user queries, escalating where required but taking ownership wherever possible. This is an excellent role for someone who wants to build depth across the Microsoft stack and grow within a stable organisation. Key Responsibilities Provide 1st and 2nd line support to internal users (desk-side, remote, and phone-based) Log, manage, and resolve tickets via the service desk system in line with SLAs Support Microsoft technologies including: Windows 10 / 11 Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Active Directory (user accounts, groups, permissions) Azure AD (basic administration) Diagnose and troubleshoot hardware, software, and network-related issues Support user onboarding and offboarding (accounts, devices, access) Manage laptops, desktops, mobile devices, and peripherals Escalate complex issues to 3rd line or external suppliers when required Maintain accurate documentation and knowledge base articles Contribute to continuous improvement of service desk processes Required Skills & Experience Previous experience in a Service Desk / IT Support role (L1 or L2) Strong working knowledge of the Microsoft stack Experience supporting Windows-based end-user environments Understanding of Active Directory and basic networking concepts (DNS, DHCP) Confident communicator with a strong customer-service mindset Ability to prioritise tasks in a busy support environment Willingness to work on-site in Middlesbrough Desirable (Not Essential) Experience with: Azure / Intune Microsoft Endpoint Manager ITIL framework or service management principles Relevant certifications (e.g. Microsoft, CompTIA) Experience supporting manufacturing, engineering, or industrial environments What's on Offer Stable role within a respected Teesside-based business Exposure to a modern Microsoft environment Opportunity to develop into 2nd/3rd line or infrastructure roles Supportive team culture with hands-on technical learning Competitive salary and benefits package