IT Service Desk Analyst

Wolviston Management Services; Tees Valley; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Performance-related bonus

Enhanced pension contributions

Life assurance

Employee assistance programme

Healthcare benefits

Job summary

Wolviston Management Services seeks an IT Service Desk Analyst to join the Billingham-based IT Infrastructure team of a leading multinational organisation. You will provide first-line, and where appropriate second-line, support across Microsoft technologies and business applications.

Responsibilities include logging, tracking, and resolving incidents and service requests via phone, email, and self-service, plus on-call and out-of-hours support, asset management, documentation, and adherence to

Qualifications

• Experience in IT service desk or first/second-line support.
• Strong knowledge of Microsoft technologies and business applications.
• Able to log, track and resolve incidents using ITSM processes.

Responsibilities

• Provide first-line, and where appropriate second-line, technical support across hardware, software, networking, and peripheral equipment issues.
• Log, track, escalate, and resolve IT incidents and service requests via telephone, email, and self-service portals.
• Deliver on-call and out-of-hours support to ensure safe and reliable operations.
• Maintain documentation, user guides, and troubleshooting resources.
• Manage user accounts, data backups, and IT asset management activities.
• Collaborate with vendors and IT teams to resolve issues and improve service delivery.

Skills

Microsoft technologies

ITIL/ITSM processes

Customer service

Tools

ITSM tools

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)