Service Desk Analyst

Reed Technology; North East; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Four-day week

Job summary

Reed Technology in Durham is seeking a Service Desk Analyst to join a growing IT function. You will provide hands-on 1st and 2nd line support to colleagues across the organisation, primarily from Durham with occasional travel to Newcastle.

You'll work within a four-day week, helping develop your technical skills while maintaining a stable in-house environment. The role offers scope to contribute to EUC, networking and infrastructure projects as your experience grows.

Qualifications

• Solid foundation in IT support and troubleshooting.
• Experience in IT Service Desk or Helpdesk
• Understanding of incident, problem and change management

Responsibilities

• Provide 1st and 2nd line IT support
• Troubleshooting and resolving incidents
• Manage service requests through to resolution
• Support end-user devices, hardware and mobile tech
• Maintain records of IT equipment and assets
• Carry out routine changes and escalate complex issues
• Support wider infrastructure and networking projects
• Contribute to continuous improvements across IT service

Skills

IT support

1st/2nd line

Incident management

Communication skills

Job description

Durham 4-Day Working Week Permanent

Looking for an IT support role that gives you a genuine four-day working week while still offering plenty of opportunity to develop your technical skills?

We're working with a large North East organisation that is continuing to invest in and grow its internal IT function. They're looking for a Service Desk Analyst to join their Durham-based team, providing hands‑on 1st and 2nd line support to colleagues across the organisation.

The IT function operates across Durham and Newcastle, with this position primarily based in Durham, although there will be some travel to the Newcastle site when required.

What you'll be doing

You'll be part of the frontline IT support team, taking ownership of incidents and service requests and helping users with a broad range of day-to-day technical issues. The role will include:

• Providing 1st and 2nd line IT support
• Troubleshooting, diagnosing and resolving incidents
• Managing service requests through to resolution
• Supporting end-user devices, hardware and mobile technology
• Maintaining accurate records of IT equipment and assets
• Carrying out routine changes and escalating more complex technical issues
• Supporting wider infrastructure, networking and end-user computing projects
• Contributing to continuous improvements across the IT service

What we're looking for

You don't need to know absolutely everything technically. We're looking for someone with a solid foundation in IT support who enjoys troubleshooting, takes ownership of issues and provides a good service to users.

You’ll ideally have:

• Experience within an IT Service Desk, Helpdesk or IT Support environment
• Exposure to both 1st and 2nd line support
• Good troubleshooting and problem-solving skills
• An understanding of incident, problem and change management
• Strong communication and customer service skills
• A collaborative approach and willingness to learn

Why consider it?

The standout benefit is simple: you’ll work four days a week, giving you an extra day back every week while developing your career within a growing internal IT team.

It's a particularly good opportunity if you're looking for a stable in-house environment where you can build broader technical experience, get involved beyond standard ticket resolution and work alongside other IT specialists. The role includes opportunities to support wider EUC, network and infrastructure work as your skills develop.