Service Desk Analyst

Reed; Newcastle upon Tyne; On-site; GBP 60,000 - 80,000; Full time

Job summary

A growing tech-focused organisation is seeking a skilled Service Desk Analyst to join their dynamic support team in Newcastle upon Tyne. You'll be the first point of contact for IT-related issues, resolving technical problems across systems. The ideal candidate has strong communication skills, a customer-first mindset, and experience with Microsoft 365. This role offers an opportunity to grow your skills and make a real impact in service delivery.

Qualifications

• Strong communication skills with a customer-first mindset.
• Solid understanding of Microsoft 365 and operating systems.
• Experience diagnosing and resolving technical issues efficiently.

Responsibilities

• Act as the first point of contact for IT-related issues.
• Resolve technical problems across hardware, software, and network systems.
• Deliver remote support focused on first-contact resolution.

Skills

Strong communication skills

Customer-first mindset

Experience with Microsoft 365

Proactive approach to learning

Tools

Remote support tools

Ticketing systems

Job description

Are you passionate about solving technical challenges and delivering outstanding customer service? A growing tech-focused organisation is seeking a skilled Service Desk Analyst to join their dynamic support team.

Key Responsibilities:

• Act as the first point of contact for IT-related issues and service requests.
• Resolve a wide range of technical problems across hardware, software, and network systems.
• Deliver remote support and troubleshooting with a focus on first-contact resolution.
• Maintain accurate documentation and ticketing records.
• Collaborate with internal teams and third-party providers to ensure seamless service delivery.
• Mentor junior team members and contribute to process improvements.

What We’re Looking For:

• Strong communication skills and a customer-first mindset.
• Solid understanding of Microsoft 365, operating systems, and common business applications.
• Experience with remote support tools and ticketing systems.
• Ability to diagnose and resolve technical issues efficiently.
• A proactive approach to learning and adapting in a fast-paced environment.

Why Apply?

• Be part of a supportive and forward-thinking team.
• Opportunity to grow your skills and take ownership of specialist areas.
• Make a real impact by helping users and improving service delivery.