Service Desk Analyst

About the role

The Service Desk Analyst is the front line of IT support, delivering high‑quality technical assistance and customer service across the organisation. Working on‑site near Darlington, the role involves logging, triaging and resolving incidents and service requests while adhering to ITIL best practices, service‑level agreements and security standards.

Key responsibilities

• Provide prompt technical assistance to end‑users and resolve IT incidents.
• Log, categorise, prioritise and track tickets in the IT service management system.
• Ensure issues are managed through to resolution in line with ITIL processes.
• Maintain accurate documentation of incidents, resolutions and knowledge‑base articles.
• Support continuous service‑improvement initiatives and adopt new technologies as required.

Required profile

• Previous experience in an IT service desk, desktop support or technical support role.
• Strong customer‑service focus with clear, professional communication.
• Familiarity with IT service management/ticketing systems.
• Knowledge of Microsoft 365 applications and end‑user support.
• Basic to intermediate experience with Microsoft Active Directory.
• Ability to triage, troubleshoot and resolve IT incidents and service requests.
• Understanding of incident and request fulfilment processes.
• Attention to detail, problem‑solving skills and willingness to learn.

Required skills

• Microsoft 365
• Microsoft Active Directory
• IT service management (ticketing) systems

What we offer

• Fixed‑term contract until January 2027.
• On‑site work near Darlington.
• Salary of £25,000 per year.