IT Service Desk Analyst

Wolviston Management Services; North East; On-site; GBP 27,000 - 38,000; Full time

Benefits offered by this job

Performance-based bonus

Enhanced pension contributions

Life assurance

Employee assistance programme

Healthcare benefits

Job summary

Wolviston Management Services is seeking an IT Service Desk Analyst to join its Billingham-based IT Infrastructure team. You will provide first-line and, where appropriate, second-line technical support across hardware, software, networking, and peripherals to ensure safe and reliable business operations.

You will handle incidents via phone, email, and self-service portals, contribute to knowledge bases, and participate in on-call/out-of-hours coverage as required.

Responsibilities

• Provide technical support to users across hardware, software, networking, and peripheral issues.
• Develop understanding of business systems and applications to troubleshoot problems.
• Create and maintain technical documentation, user guides, and troubleshooting resources.
• Manage incidents and service requests through IT service management processes; log, escalate, resolve, close.
• Deliver first-line service desk support and end-user assistance across Microsoft technologies and business apps.
• Maintain networks and IT infrastructure, including backups and disaster recovery processes.
• Complete tasks assigned by the IT Team Leader within timescales.
• Monitor and resolve hardware, software, network, and system issues; replace defective components as needed.
• Support operational technology and manufacturing systems where applicable.
• Maintain cybersecurity and data protection standards; comply with company policies.
• Manage user accounts, data backups, and equipment for active and departing employees.
• Liaise with subject matter experts, suppliers, and vendors to resolve issues and improve delivery.
• Support IT asset management activities, including procurement, inventory, software licensing, and hardware lifecycle.
• Ensure compliance with IT controls, policies, and regulatory requirements (ITGCs, SOX, data backup/recovery, data classification, ITAM).

Skills

Technical support

Microsoft technologies

IT service management

Network troubleshooting

Documentation

Cybersecurity & data protection

Job description

Our client, a leading organisation operating within a global multinational group and recognised as part of a Fortune 500 business, is seeking a highly motivated and enthusiastic IT Service Desk Analyst to join their progressive, values-driven IT Infrastructure team based at their Billingham site.

Our client is committed to delivering sustainable solutions that support both industry and communities. Their employees are focused on safe and reliable operations, environmental responsibility, and continuous improvement. Joining the organisation means becoming part of a collaborative team where diverse skills, experiences, and perspectives are valued. Employees are encouraged to develop their careers, take on new challenges, and contribute to meaningful work in a supportive and inclusive environment.

In this role, you will provide first-line, and where appropriate second-line, technical support across the business. You will be responsible for logging, tracking, and resolving IT incidents and service requests received via telephone, email, and self-service portals. You will also play an active role in on-call support and out-of-hours cover to help ensure safe, reliable, and effective business operations.

A competitive salary and benefits package is on offer, including a performance-related bonus scheme, enhanced pension contributions, life assurance, employee assistance programme, and healthcare benefits.
Our client is committed to creating an inclusive workplace where everyone is treated with respect and fairness. They actively promote diversity and equal opportunities, recognising the value that different perspectives bring to their organisation.

Key Responsibilities

• Provide technical support to users across all aspects of hardware, software, networking, and peripheral equipment issues.
• Develop a strong understanding of business systems and applications, applying troubleshooting and analytical skills to resolve technical problems.
• Create and maintain technical documentation, user guides, and troubleshooting resources.
• Manage incidents and service requests through established IT service management processes, ensuring accurate logging, tracking, escalation, resolution, and closure.
• Deliver first-line service desk support and end-user assistance across Microsoft technologies and business applications.
• Maintain, configure, and administer computer networks and associated IT infrastructure, including hardware, operating systems, applications, backup solutions, and disaster recovery processes.
• Complete project-related tasks assigned by the IT Team Leader efficiently and within agreed timescales.
• Monitor, diagnose, and resolve hardware, software, network, and system issues, escalating where necessary and replacing defective components when required.
• Support operational technology and manufacturing-related systems where applicable.
• Maintain cybersecurity and data protection standards, ensuring compliance with company policies and best practices.
• Manage user accounts, profiles, data backups, and equipment for both active and departing employees.
• Liaise with subject matter experts, third-party suppliers, and vendors to resolve technical issues and improve service delivery.
• Support IT asset management activities, including procurement, inventory control, software licensing, and hardware lifecycle management.
• Ensure compliance with internal controls, policies, procedures, and regulatory requirements, including IT General Controls (ITGCs), Managed Access, Managed Operations, Change Management, SOX compliance, data backup and recovery, data classification, and IT Asset Management (ITAM).