Service Desk Analyst

Durham | 4-Day Working Week | Permanent

Looking for an IT support role that gives you a genuine four-day working week while still offering plenty of opportunity to develop your technical skills?

We''re working with a large North East organisation that is continuing to invest in and grow its internal IT function. They''re looking for a Service Desk Analyst to join their Durham-based team, providing hands-on 1st and 2nd line support to colleagues across the organisation.

The IT function operates across Durham and Newcastle, with this position primarily based in Durham, although there will be some travel to the Newcastle site when required.

What you''ll be doing

You''ll be part of the frontline IT support team, taking ownership of incidents and service requests and helping users with a broad range of day-to-day technical issues. The role will include:

• Providing 1st and 2nd line IT support
• Troubleshooting, diagnosing and resolving incidents
• Managing service requests through to resolution
• Supporting end-user devices, hardware and mobile technology
• Maintaining accurate records of IT equipment and assets
• Carrying out routine changes and escalating more complex technical issues
• Supporting wider infrastructure, networking and end-user computing projects
• Contributing to continuous improvements across the IT service

What we''re looking for

You don''t need to know absolutely everything technically. We''re looking for someone with a solid foundation in IT support who enjoys troubleshooting, takes ownership of issues and provides a good service to users.

You''ll ideally have:

• Experience within an IT Service Desk, Helpdesk or IT Support environment
• Exposure to both 1st and 2nd line support
• Good troubleshooting and problem-solving skills
• An understanding of incident, problem and change management
• Strong communication and customer service skills
• A collaborative approach and willingness to learn

Why consider it?

The standout benefit is simple: you''ll work four days a week, giving you an extra day back every week while developing your career within a growing internal IT team.

It''s a particularly good opportunity if you''re looking for a stable in-house environment where you can build broader technical experience, get involved beyond standard ticket resolution and work alongside other IT specialists. The role includes opportunities to support wider EUC, network and infrastructure work as your skills develop.