LTS (Long-Term Support) Support Analyst

HelloKindred; Newcastle upon Tyne; On-site; GBP 80,000 - 100,000; Full time

Job summary

A staffing solutions specialist in Newcastle is seeking an LTS Support Analyst to provide 1st and 2nd line IT support for end-user devices. Ideal candidates will possess experience in PC and Mac environments and strong troubleshooting skills. This role requires excellent customer service and teamwork in a fast-paced IT environment, with opportunities for learning and growth. Working on-site, the position aims to deliver high-quality support and enhance user relationships.

Qualifications

• Proven experience in 1st and 2nd line IT support.
• Familiarity with audio-visual equipment and IT asset management.
• Strong troubleshooting skills in a busy support environment.

Responsibilities

• Deliver 1st and 2nd line IT support for end-user devices.
• Manage IT assets, including provisioning and deployment.
• Maintain accurate documentation of incidents and resolutions.

Skills

1st and 2nd line IT support

PC and Mac environments

Troubleshooting

Customer service skills

Audio-visual equipment

Education

Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation)

Job description

Who is HelloKindred?

HelloKindred are specialists in staffing marketing, creative and technology roles, offering a range of talent solutions that can be delivered on-site, remotely or hybrid.

Our vision is to make work accessible and people’s lives better.We do this by disrupting traditional employment barriers –connecting ambitious talent to flexible opportunities with trusted brands.

Job Description

Anticipated Contract End Date/Length: November 2026
Work set up: On-site (Newcastle) 5 days per week

Our client in the global professional services industry is looking for a motivated and customer-focused LTS Support Analyst to join their Local Technology Support (LTS) team. This small but highly effective team provides 1st and 2nd line support to key business units, delivering a high-quality end-user experience backed by specialist technical and project teams across the organisation. The role is ideal for individuals with strong PC and Mac support experience who enjoy working in a fast-paced IT support environment.

What you will do:

• Deliver 1st and 2nd line IT support for end-user devices, including PCs, Macs, and mobile devices.
• Provide assistance with audio-visual equipment and meeting room technologies.
• Manage IT assets, including provisioning, deployment, and lifecycle management of hardware and software.
• Troubleshoot, escalate, and resolve technical issues in a timely and professional manner.
• Maintain accurate documentation of incidents, service requests, and resolutions.
• Liaise with specialist technical and project teams to ensure efficient issue resolution.
• Support end-users with IT processes, system access, and general technology queries.
• Contribute to continuous improvement initiatives and support IT projects as required.
• Provide excellent customer service and maintain positive user relationships.

Qualifications

• Proven experience in 1st and 2nd line IT support, including PC and Mac environments.
• Familiarity with audio-visual equipment and IT asset management processes.
• Strong troubleshooting skills and the ability to work under pressure in a busy support environment.
• Excellent communication and customer service skills.
• Willingness to learn and adapt to new technologies and processes.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous but not mandatory.

Additional Information

Candidates must be legally authorized to live and work in the country the position is based in, without requiring sponsorship.

We appreciate your interest in this opportunity. Please note only applicants selected for an interview will be contacted.

HelloKindred is proud to be an equal opportunity employer, committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity/expression, sexual orientation, national origin, disability, age, or veteran status.