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