IT Service Desk Analyst – 1st/2nd Line Support

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

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.