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# IT Service Desk Analyst

- **Company:** Gateshead Council
- **Location:** Gateshead, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Data Logging, Office365, Peripherals, Computer Equipment, Information Technology
- **Published:** June 29, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=7f0fcf8cd5ce2b52

## About the Role

Do you have experience in Windows?, * Working knowledge of Microsoft 365 applications and Windows 10

 * An understanding of PC hardware and peripherals and how they work together
 * A genuine appreciation for excellent customer care and what great service looks like
 * Hands-on experience in an IT customer support or service desk role
 * Confident communication skills, with the ability to engage with colleagues at all levels
 * Strong organisational skills, with the ability to manage and prioritise tasks effectively
 * A team player who can also take initiative and work independently
 * Logical thinking and problem-solving
 * Ability to keep accurate records, including maintaining service desk logs and knowledge bases

## Description

As a Service Desk Analyst, you will be the first point of contact for IT support across the organisation, delivering a responsive, professional, and customer-focused service at every interaction. Reporting to the Service Desk Team Leader, you'll play a key role in ensuring smooth day-to-day operations by diagnosing and resolving technical issues, supporting both hardware and software environments, and maintaining accurate service records. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering excellent customer service.

What you'll get to do:

 * Provide first line support to all customers for software and hardware problems, diagnosing and resolving problems where possible.
 * Monitor and report on fault clearance and fault progress, taking ownership of the problem.
 * Maintain the Service Desk logging system and provide support to the asset register maintenance program.
 * Receipt, store and distribution of equipment returned to IT for repair.
 * Assist in identifying customer training requirements using Servicedesk statistics.
 * Assist in the population of the IT knowledge base.


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