Technical Support Analyst

Our business has a great opportunity that has arisen for a full time, experienced individual to join our team in Newcastle. The role of Technical Support Analyst is a fantastic opportunity for anyone who is looking to take the next step forward in their current role, or for an individual experienced in a hands-on technical support or service desk environment who is looking for more autonomy and challenge in their day-to-day job., A permanent role provides first- and second-line technical support to users across the business, working closely with internal teams and outsourced IT providers. The role ensures systems remain available, reliable and secure, while also helping to support project teams with their technical requirements and assist with system setup, testing, and implementation activities.

Key Tasks of role:

• Provide technical support to users via phone, email, and chat channels
• Diagnose and troubleshoot hardware, software, and network issues in a timely manner
• Log, manage, and update incidents using helpdesk or ticketing systems
• Work alongside outsourced IT support providers to coordinate issue resolution
• Escalate complex or unresolved issues to internal teams or third-party vendors
• Install, configure, and maintain IT systems, devices, and business applications
• Support project delivery by assisting with system Improvements, setups, testing, and rollouts
• Communicate solutions clearly to users, avoiding technical jargon where possible
• Maintain accurate documentation of issues, fixes, and support procedures
• Identify recurring issues and recommend improvements to systems and processes

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation

Do you have experience in Technical support?, Required Knowledge and Technical Skills

2-3 years’ experience in a hands-on technical support or service desk environment

Strong troubleshooting and problem-solving skills

Experience with helpdesk or ticketing systems and familiarity with ITIL processes

Working knowledge of Windows environments and common business applications

Experience supporting users in a business environment

Ability to work collaboratively with internal teams and third-party providers

Experience supporting cloud-based environments (e.g. Microsoft Azure)

Strong communication skills, with the ability to explain technical issues to non-technical users

Microsoft 365 suite - including exchange, teams, SharePoint

Active Directory/Entra ID

Windows operating systems (desktop/laptop support)

Basic networking knowledge (e.g. TCP/IP, DNS, VPNs)

Endpoint/device management tools (e.g. Intune - desirable)

Helpdesk/ticketing systems (e.g. ServiceNow, Jira Service Management)

Customer-focused and responsive

Proactive and solution-oriented

Well-organised with strong attention to detail

Able to manage multiple priorities effectively

Committed to continuous improvement

Pulled from the full job description

• Referral programme
• Employee discount
• Life insurance
• Free parking
• Company pension
• On-site gym
• Private medical insurance, * Company events
• Company pension
• Employee discount
• Free parking
• Life insurance
• On-site gym
• On-site parking
• Private medical insurance
• Referral programme