Service Desk Analyst

In Cork; Tees Valley; On-site; GBP 60,000 - 80,000; Full time

Job summary

A respected business in Teesside is seeking a Service Desk Analyst to provide 1st and 2nd line IT support in a dynamic environment. The ideal candidate will have experience with the Microsoft stack, a customer-oriented approach, and the ability to manage user requests. Responsibilities include troubleshooting hardware/software issues and managing user accounts within Windows and Microsoft 365. This position offers a competitive salary and the opportunity for career development within a supportive team culture.

Benefits

Career development opportunities

Stable role

Supportive team culture

Competitive salary and benefits package

Qualifications

• Previous experience in Service Desk / IT Support (L1 or L2).
• Strong knowledge of Microsoft stack.
• Experience with Windows-based environments.

Responsibilities

• Provide 1st and 2nd line support to internal users.
• Log, manage, and resolve tickets following SLAs.
• Support Microsoft technologies including Windows 10, Microsoft 365.

Skills

Service Desk / IT Support experience

Microsoft stack knowledge

End-user environment support

Active Directory understanding

Customer-service mindset

Task prioritization

Tools

Windows 10 / 11

Microsoft 365

Azure AD

Intune

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.

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