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