Service Desk Support Technician

About the role

We are expanding our service desk team to support the EMEA region for a pharmaceutical and healthcare client. The role is based onsite in Fawdon, Newcastle upon Tyne and involves hands‑on troubleshooting and delivery of high‑quality IT support.

Key responsibilities

• Provide end‑to‑end customer support and manage service desk incidents.
• Track, assign and resolve incidents using ITSM and asset‑tracking tools.
• Troubleshoot desktops, laptops, printers and software.
• Evaluate, install and test new hardware and software solutions.
• Maintain an up‑to‑date inventory of all IT assets.
• Administer the Microsoft Windows network, including user rights management.
• Deliver Microsoft 365 administration and end‑user support.
• Perform backup operations, monitor backups and prepare tapes for off‑site storage.
• Create and maintain IT user documentation.
• Identify training needs and coordinate with HR for relevant courses.

Required profile

• Customer‑focused with a strong commitment to service quality.
• Excellent time‑management and ability to prioritize tasks.
• Comfortable working in ambiguous environments and adapting to change.
• Action‑oriented and willing to perform hands‑on technical work.

Required skills

• IT service desk support experience.
• Microsoft O365 and Microsoft 365 administration.
• Windows network administration (user rights, account provisioning).
• Enterprise backup software knowledge.
• Citrix environment familiarity.
• ITSM software usage.
• Asset‑tracking application experience.
• Hardware troubleshooting for desktops, laptops and printers.

What we offer

• Day rate of £175 – £200 (PAYE or Umbrella).
• Initial contract of 6+ months with potential extension.
• On‑site work five days a week.
• Inside IR35 compliance.