Onsite Support Analyst

Xma; Newcastle upon Tyne; On-site; GBP 7,000 - 11,000; Part time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 over 5 0

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA is seeking an Onsite Support Analyst in Newcastle upon Tyne for a part-time, in-office role. You will provide hands-on desktop support and resolve technical issues while delivering excellent customer service.

The position focuses on maintaining Windows 10/11, Microsoft 365, AD environments and AV/meeting room support. Ideal candidates have IT support/deskside experience, strong communication skills and the ability to work 1 day per week in the office.

Qualifications

• Experience in IT Support or Deskside/Onsite support.
• Strong customer service and troubleshooting skills.
• Ability to work in a part-time, office-based role.

Responsibilities

• Provide onsite technical support for desktops, laptops, mobile devices and peripherals.
• Diagnose and resolve hardware, software and connectivity issues.
• Manage incidents and service requests through to resolution per SLAs/KPIs.
• Support Microsoft 365, Windows 10/11, Active Directory, Intune and Autopilot.
• Escalate complex incidents and work with wider technical teams.
• Maintain asset records, support docs and knowledge base.
• Support meeting room tech, collaboration tools and AV equipment.
• Deliver outstanding customer experience as trusted onsite IT contact.

Skills

IT support experience

Deskside support

Customer service

Strong communication

BPSS clearance eligibility

Tools

Windows 10/11

Microsoft 365

Active Directory

Azure AD

Intune

Autopilot

ServiceNow

Job description

Closing Date : 26 September 2026 12:00 pm

Job Description

Job title: Onsite Support Analyst

Location: Newcastle upon Tyne

Part-time role - 1 day (7.5 hours) a week in the office

Benefits:

• Private Healthcare
• Pension
• 25 days holiday rising to 30 over 5 years
• Group Life Insurance
• Income Protection
• Gym Discounts
• Employee of the Quarter
• Employee Referral program and many more

Are you an experienced IT Support professional looking for a flexible, part-time opportunity?

We're recruiting for an Onsite Support Analyst to provide hands‑on technical support in Newcastle. This role is ideal for someone with strong desktop support experience who enjoys delivering excellent customer service and resolving technical issues efficiently.

At XMA, technology is only part of the story. Our success is built on talented people who are passionate about making a difference for customers, communities, and each other. For over 40 years, we've helped organisations across the UK unlock the power of technology. Today, we're one of the UK's leading independent technology partners, delivering innovative solutions that drive real-world outcomes across the public and private sectors. We believe in empowering our people to grow, challenge themselves, and achieve their ambitions. When you join XMA, you'll be part of a collaborative team where ideas are valued, development is encouraged, and your contribution has a genuine impact.

Together, we turn ambition into achievement.

What You'll Be Doing:

• Providing onsite technical support for desktops, laptops, mobile devices, printers and peripherals.
• Diagnosing and resolving hardware, software and connectivity issues.
• Managing incidents and service requests through to resolution in line with SLAs and KPIs.
• Supporting Microsoft 365, Windows 10/11, Active Directory, Intune and Autopilot environments.
• Escalating complex incidents where required and working closely with wider technical teams.
• Maintaining asset records, support documentation and knowledge base articles.
• Supporting meeting room technology, collaboration tools and AV equipment.
• Delivering an outstanding customer experience and acting as a trusted onsite IT contact.

What We're Looking For

• Experience in an IT Support, Deskside Support or Onsite Support role.
• Knowledge of:
  • Windows 10 & 11
  • Microsoft 365
  • Active Directory
  • Azure AD
  • Intune & Autopilot
  • ServiceNow or similar ticketing tools
• Experience managing support tickets and working to SLAs.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Ability to obtain BPSS and Enhanced DBS clearance.
• ITIL knowledge or certification.
• Microsoft certifications.
• Experience supporting Microsoft Surface Hub and AV technologies.
• Understanding of networking fundamentals including TCP/IP, DNS and DHCP.

Inclusion at XMA

At XMA, we believe that diverse perspectives, experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive, regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging.

We know that creating an inclusive workplace is an ongoing journey, and we are committed to listening, learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Government's Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation.

As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process, please contact us at [e-mail], and we will be happy to support you.

Company Overview

Established in the 80's, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we're an independent UK company with full geographic coverage - and our skilled workforce serves a diverse customer base across the public and private sector.

We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.