IT Support Analyst

Greggs; Newcastle upon Tyne; On-site; GBP 292,000 - 357,000; Full time

Benefits offered by this job

Colleague discount

Pension scheme with matching employer

Profit share

Share save schemes

Career progression

Employee Assistance Programme

Perks and savings

The Greggs Pledge

Colleague Networks

Job summary

Greggs is hiring an IT Support Analyst in Newcastle upon Tyne to join the IT & Business Change team. The role focuses on acting as the first point of contact for IT incidents and service requests, with progression into higher technical areas over time.

This full‑time position offers a structured support environment and opportunities to develop within a thriving retail IT function. The base location is Innovate House, Balliol Business Park, Newcastle upon Tyne.

Qualifications

• Proficiency in Microsoft Office 2016 onwards.
• Experience of O365.
• Installing new technologies and teaching end users how to operate them.
• Providing remote technical support via internet or phone.
• Backing up and restoring files.
• Maintaining operating systems by repairing hardware and configuring software.
• Excellent written and verbal communication skills.
• Strong skills in planning, prioritising, and organising.
• Are a strong team player, able to build good working relationships at all levels.

Responsibilities

• Triaging Incoming Support Requests
• Resolving IT Support Requests
• Liaising with and escaping requests to members of the IT Support team and the wider IT&BC function
• Maintaining Service Requests
• Performing System Testing, Checks and Minor updates
• Maintaining IT Support Documentation

Skills

MS Office 2016+

O365

Remote support

Troubleshooting

Hardware & OS

Communication skills

Planning & organising

Team player

Customer service

Job description

The following content displays a map of the jobs location - Newcastle upon Tyne

Monday - Sunday with shifts between the hours of 6am and 10pm

£24,917 per annum

Contract Hours:

35

Location:

Newcastle upon Tyne

Closing Date:

12/10/2026

Job Category:

Head Office

Region / Site:

Head Office

Business Unit:

IT & Business Change

Vacancy Information

We have a fantastic opportunity to join the IT & Business Change team at Greggs as an IT Support Analyst. Forming a key part of the Support Team, our IT support analysts are the first point of contact for our Greggs colleagues either reporting IT incidents or making IT service requests.

We can offer you:

• 21 days (4.2 weeks) annual leave, pro‑rated, increasing with service, plus bank holidays and 1 additional floating day
• Colleague discount, up to 50% off our own‑produced products
• Pension scheme with matching employer contributions up to 7%
• Free hot drinks while on a shift break
• Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our colleagues whohave at least 6‑month service, or more, each year
• Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits
• Career progression and learning and development
• Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work‑relatedand wellbeing issues, 24 hours a day, 365daysa year. Including a mobile app providing a range of wellness content on physical, mental, social,andfinancial wellbeing
• Perks and savings, such as digital gift card discounts, online cashback, in‑store and online couponsand lifestyle offers
• A company who cares about our communities; the environment and being a better business! Click here to read about The Greggs Pledge
• Colleague Networks – internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, andprovide support to one another

About the role

• This is a full‑time role (35 hours per week) however flexibility in this will be considered
• We know that having a work‑life balance is important, so we offer our colleagues as much flexibility as possible in line with the needs of their role
• The base location for this role is Greggs, Innovate House, Balliol Business Park, Newcastle upon Tyne, NE12 8EW

What you'll do

Within the IT support team our goal is to deliver a first‑class service ensuring we support our colleagues in keeping the Greggs business operating effectively and efficiently.

Working in our IT Support team within the service desk you will be responsible for taking calls from colleagues, providing that first point of contact for IT Support. You will triage support requests in the first instance attempting a first time fix where possible and escalating up in IT Support and out to wider IT&BC where necessary. As you develop you will have the opportunity to work in our higher technical areas, 2ndline support and hardware provisioning. This will include:

Triaging Incoming Support Requests

Resolving IT Support Requests

Liaising with and escape requests to members of the IT Support team and the wider IT&BC function

Maintaining Service Requests

Performing System Testing, Checks and Minor updates

Maintaining IT Support Documentation

About you

You will fit right into this role if you can demonstrate:

Proficiency in Microsoft Office 2016 onwards

Experience of O365

Installing new technologies and teaching end users how to operate them

Providing remote technical support via internet or phone

Backing up and restoring files

Maintaining operating systems by repairing hardware and configuring software

Excellent written and verbal communication skills

Strong skills in planning, prioritising, and organising

Are a strong team player, able to build good working relationships at all levels

Enjoy being part of a hard‑working team, sharing the same end goal, and celebrating results together

Are supportive of an inclusive culture – recognising and valuing that difference is good

Want to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey!

About Greggs

Here at Greggs, we love what we do, and we have fun! What makes us so special is our culture - how we behave and support each other. Everyone's welcome at Greggs. Whatever their background, preferences or beliefs we want all of our colleagues to feel welcome and able to be themselves at work. You can read more about us here: Greggs Careers | About Greggs.