Service Desk Analyst

Are you passionate about solving technical problems and delivering excellent customer service?

Do you have strong communication skills and an interest in developing a career in IT support?

Would you like the chance to join a successful UK business and be part of a collaborative IT service team?

Looking for your next step in IT support? We’re recruiting for a Service Desk Analyst job in Sunderland on a 6-month fixed-term contract. This is an excellent opportunity for someone with customer service experience and a genuine interest in IT to develop their technical skills, working in a professional service desk environment that follows ITIL best practices.

• Act as the first point of contact for all users requiring IT support, providing a friendly and professional service.
• Troubleshoot and resolve common IT issues, escalating more complex cases to senior team members.
• Accurately log incidents and service requests in the ITSM system, ensuring users are kept updated.
• Support routine IT tasks such as user account setup, system access requests, and profile management.
• Provide technical assistance for Office 365 applications (Outlook, Excel, Word, Teams) and Windows environments.
• Collaborate with colleagues across the wider IT function as well as third-party suppliers to resolve issues.
• Ensure all support is delivered in line with agreed service standards and ITIL processes.

• Previous experience in a customer service role.
• Basic knowledge of IT systems and troubleshooting - or strong enthusiasm to learn.
• Familiarity with Office 365 applications and Windows operating systems.
• Strong problem-solving abilities with the confidence to escalate when necessary.
• Excellent communication skills with the ability to provide clear, customer-friendly support.
• Strong time management and organisational skills, with the ability to prioritise multiple tasks.
• A team-oriented approach with a positive attitude and commitment to continuous learning.

• Salary of £28,000 (pro rata for 6 months).
• Hands-on experience supporting a multi-site national business.
• A structured service desk environment where customer service and teamwork come first.
• Opportunity to develop your IT knowledge and gain exposure to industry-standard systems and processes.
• Office-based role in Sunderland, with a supportive and collaborative team culture.

If you’re looking for your next challenge in IT support and want to be part of a business where your contribution makes a difference every day, apply now to be considered for this exciting 6-month Service Desk Analyst contract opportunity.