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Psychiatry UK Logo Psychiatry UK · IT - Administration

IT Service Desk Analyst

United Kingdom, Newcastle upon Tyne Employment contract 32000.00 GBP / Year · Job Posted May 29, 2026
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Job Description

The IT Service Desk Analyst delivers high-quality, end-to-end IT support to colleagues across the organisation, serving as the first point of contact for all Digital Workplace technology services. This role combines exceptional customer service with strong technical troubleshooting skills across Windows 11, Microsoft 365, identity and access management, and endpoint technologies, ensuring incidents and service requests are managed through to successful resolution.

Job Responsibility

  • Provide first-line IT support via phone, chat, walk-up, and self-service portal channels
  • Log, prioritise, manage, and resolve incidents/service requests with accurate documentation and timely escalation where needed
  • Troubleshoot Windows 11, Microsoft 365 Apps, Outlook/Exchange Online, Teams, SharePoint Online, OneDrive, VPN, printing, and connectivity issues
  • Support Priority 2 and 3 incidents, ensuring clear diagnostics, communication, and resolution tracking
  • Manage user identity and access in Entra ID (Azure AD), including password resets, MFA, licences, and group memberships
  • Support Intune and Autopilot device lifecycle activities such as provisioning, enrolment, rebuilds, replacements, and compliance remediation
  • Fulfil IT service requests including software deployment, hardware setup, mailbox/distribution list support, and Teams policy updates
  • Complete Joiner, Mover, and Leaver (JML) processes, maintaining accurate user, device, asset, and CMDB records
  • Support security operations by triaging phishing, authentication, and Defender for Endpoint alerts while following GDPR, ISO27001, ITIL, and security policies
  • Create and maintain knowledge articles, promote self-service adoption, identify recurring issues, and contribute to continuous service improvement within a Microsoft-centric environment using tools such as Jira Service Management, Intune, Entra ID, and Microsoft 365

Requirements

  • Experience providing 1st and/or 2nd line IT support in Microsoft-based environments
  • Strong troubleshooting skills across Windows 11 and Microsoft 365
  • Hands-on support experience with Entra ID and Intune-managed devices
  • Good understanding of networking fundamentals including IP, DNS, DHCP, Wi-Fi, VPN, and printing
  • Ability to manage multiple tickets and priorities effectively under pressure
  • Clear communication skills with a strong customer service approach
  • Knowledge of ITIL processes including incident, request, and escalation management
  • Strong attention to detail with accurate documentation practices
  • Organised, dependable, collaborative, and accountable team player
  • Curious, resilient, and committed to continuous learning and service improvement

Nice to have

  • Certifications such as MS 900, AZ 900, SC 900, MD 102
  • Experience supporting Microsoft Teams telephony and call quality investigations
  • Basic PowerShell exposure for investigation or guided support tasks
  • Experience working in regulated, ISO27001 aligned, or mature ITIL environments
  • Core Microsoft Fundamentals

What we offer

  • Health Cash Plan
  • Well Hub Subscription
  • Access to an Employee Assistance Programme
  • Annual Volunteering Day
  • Enhanced Sickness and Family Leave pay
  • Length of Service Bonus
  • Work from Home allowance
  • Pension options
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