Service Desk Analyst

Wolviston Management Services; Tees Valley; On-site; GBP 60,000 - 80,000; Full time

Job summary

A well-established IT services company seeks a Service Desk Analyst to provide Level 1/2 support for internal users. The role involves diagnosing and troubleshooting various Microsoft technologies and collaborating within a close-knit team. Candidates should have experience supporting Windows environments, excellent communication skills, and a customer-focused mindset. This position offers a competitive salary and opportunities for growth in a supportive environment.

Benefits

Stable role

Exposure to modern Microsoft environment

Supportive team culture

Competitive salary and benefits package

Qualifications

• Previous experience in a Service Desk / IT Support role (L1 or L2).
• Strong working knowledge of the Microsoft stack.
• Experience supporting Windows-based end-user environments.
• Understanding of Active Directory and basic networking concepts (DNS, DHCP).
• Confident communicator with a strong customer-service mindset.
• Ability to prioritize tasks in a busy support environment.
• Willingness to work on-site in Middlesbrough.

Responsibilities

• Provide 1st and 2nd line support to internal users.
• Log, manage, and resolve tickets via the service desk system.
• Support Microsoft technologies including Windows 10/11 and Microsoft 365.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Support user onboarding and offboarding.
• Manage laptops, desktops, mobile devices, and peripherals.
• Maintain accurate documentation and knowledge base articles.
• Contribute to continuous improvement of service desk processes.

Skills

Microsoft technologies

Communications

Customer service

Problem-solving

Prioritization

Education

Relevant certifications (e.g. Microsoft, CompTIA)

Tools

Windows 10

Microsoft 365

Azure AD

Intune

Active Directory

Job description

Service Desk Analyst (Level 1 / Level 2)

Middlesbrough, Teesside

(On-site with some flexibility depending on business needs)

Competitive salary, dependent on experience

Company Overview

Our client is a well-established business based in Middlesbrough, operating across the UK and internationally. With a strong reputation for reliability and innovation, they rely heavily on a modern Microsoft-based IT environment to support their people, operations, and customers.

They are now looking to strengthen their IT support function with a proactive L1 / 2 Service Desk Analyst who enjoys solving problems, supporting users, and being part of a close-knit technical team.

The Role

As a Service Desk Analyst, you'll be the first point of contact for IT support, providing both Level 1 and Level 2 assistance across the business. You'll handle incidents, service requests, and user queries, escalating where required but taking ownership wherever possible.

This is an excellent role for someone who wants to build depth across the Microsoft stack and grow within a stable organisation.

Key Responsibilities

• Provide 1st and 2nd line support to internal users (desk-side, remote, and phone-based)
• Log, manage, and resolve tickets via the service desk system in line with SLAs
• Support Microsoft technologies including:
  • Windows 10 / 11
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Active Directory (user accounts, groups, permissions)
  • Azure AD (basic administration)
• Diagnose and troubleshoot hardware, software, and network-related issues
• Support user onboarding and offboarding (accounts, devices, access)
• Manage laptops, desktops, mobile devices, and peripherals
• Escalate complex issues to 3rd line or external suppliers when required
• Maintain accurate documentation and knowledge base articles
• Contribute to continuous improvement of service desk processes

Required Skills & Experience

• Previous experience in a Service Desk / IT Support role (L1 or L2)
• Strong working knowledge of the Microsoft stack
• Experience supporting Windows-based end-user environments
• Understanding of Active Directory and basic networking concepts (DNS, DHCP)
• Confident communicator with a strong customer-service mindset
• Ability to prioritise tasks in a busy support environment
• Willingness to work on-site in Middlesbrough

Desirable (Not Essential)

• Experience with: Azure / Intune
• Microsoft Endpoint Manager
• ITIL framework or service management principles

Relevant certifications (e.g. Microsoft, CompTIA)

• Experience supporting manufacturing, engineering, or industrial environments

What's on Offer

• Stable role within a respected Teesside-based business
• Exposure to a modern Microsoft environment
• Opportunity to develop into 2nd / 3rd line or infrastructure roles
• Supportive team culture with hands‑on technical learning
• Competitive salary and benefits package