IT Service Desk Analyst - 1st/2nd Line Support & On-Call

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

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