Service Desk analyst

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