IT Service Desk Analyst

Psychiatry UK; Newcastle upon Tyne; On-site; GBP 29,000 - 35,000; Full time

Job description

IT Service Desk Analyst

United Kingdom - Newcastle Upon Tyne

Reporting to: IT Service Desk Lead

Remuneration: £32,000.00 per annum

Contract Type: Permanent/ Full time - 40 hours per week

Location: Patient Support Centre, Newcastle upon Tyne

Closing Date for applications: Monday 16th November 2026*

About Us:

Psychiatry UK is the UK’s leading provider of digital psychiatry services, working both privately and with the NHS to support children, teenagers and adults with expert, patient-centred care.

A career with Psychiatry UK allows you to expand your knowledge, enhance your skills, and gain valuable life experience—all while enjoying the flexibility of a full-time role. As part of a leading online mental health service, you'll collaborate with innovative, forward-thinking professionals in a dynamic, multidisciplinary team committed to making a real difference.

The IT Service Desk Analyst delivers high-quality, end-to-end IT support to colleagues across the organisation, serving as the first point of contact for all Digital Workplace technology services. This role combines exceptional customer service with strong technical troubleshooting skills across Windows 11, Microsoft 365, identity and access management, and endpoint technologies, ensuring incidents and service requests are managed through to successful resolution.

Working within an ITIL-aligned service environment, the IT Service Desk Analyst plays a key role in maintaining service performance, security compliance, user satisfaction, and the continuous improvement of Digital Workplace services.

As an IT Service Desk Analyst, you will:

• Provide first-line IT support via phone, chat, walk-up, and self-service portal channels
• Log, prioritise, manage, and resolve incidents/service requests with accurate documentation and timely escalation where needed
• Troubleshoot Windows 11, Microsoft 365 Apps, Outlook/Exchange Online, Teams, SharePoint Online, OneDrive, VPN, printing, and connectivity issues
• Support Priority 2 and 3 incidents, ensuring clear diagnostics, communication, and resolution tracking
• Manage user identity and access in Entra ID (Azure AD), including password resets, MFA, licences, and group memberships
• Support Intune and Autopilot device lifecycle activities such as provisioning, enrolment, rebuilds, replacements, and compliance remediation
• Fulfil IT service requests including software deployment, hardware setup, mailbox/distribution list support, and Teams policy updates
• Complete Joiner, Mover, and Leaver (JML) processes, maintaining accurate user, device, asset, and CMDB records
• Support security operations by triaging phishing, authentication, and Defender for Endpoint alerts while following GDPR, ISO27001, ITIL, and security policies
• Create and maintain knowledge articles, promote self-service adoption, identify recurring issues, and contribute to continuous service improvement within a Microsoft-centric environment using tools such as Jira Service Management, Intune, Entra ID, and Microsoft 365

To succeed as our IT Service Desk Analyst, you will have:

• Experience providing 1st and/or 2nd line IT support in Microsoft-based environments
• Strong troubleshooting skills across Windows 11 and Microsoft 365
• Hands-on support experience with Entra ID and Intune-managed devices
• Good understanding of networking fundamentals including IP, DNS, DHCP, Wi‑Fi, VPN, and printing
• Ability to manage multiple tickets and priorities effectively under pressure
• Clear communication skills with a strong customer service approach
• Knowledge of ITIL processes including incident, request, and escalation management
• Strong attention to detail with accurate documentation practices
• Organised, dependable, collaborative, and accountable team player
• Curious, resilient, and committed to continuous learning and service improvement

Desirable Qualifications, Skills and Experience:

• Certifications such as MS 900, AZ 900, SC 900, MD 102
• Experience supporting Microsoft Teams telephony and call quality investigations
• Basic PowerShell exposure for investigation or guided support tasks
• Experience working in regulated, ISO27001 aligned, or mature ITIL environments
• Core Microsoft Fundamentals

Psychiatry UK: Supporting You

We want you to enjoy your work while feeling healthy, happy, and appreciated. That's why we've created a benefits package designed with you in mind. You'll have access to a range of wellbeing perks, including a Health Cash Plan, Well Hub Subscription, access to an Employee Assistance Programme, Annual Volunteering Day, Enhanced Sickness and Family Leave pay, Length of Service Bonus, Work from Home allowance and Pension options.

At Psychiatry UK, we care about what matters to you.

Recruitment Process

At Psychiatry UK, we are committed to creating an inclusive and accessible recruitment process. Our process includes:

• Application
• Profile review
• Screening conversation
• Competency based interview(s)

If at any point you require any reasonable adjustments - such as additional time, assistive technology, or an alternative format for materials, please let us know. We are happy to accommodate your needs to ensure you have a fair and comfortable experience. Please feel free to reach out to us at [e-mail] to discuss any adjustments that would support you.