THE OPPORTUNITYAre you an experienced 1st Line IT Support professional ready to take your career to the next level? We’re looking for a skilled and driven 1st Line Service Desk Analyst to join one of the UK’s top public transport companies. This is a fantastic opportunity to be part of a dynamic, forward-thinking team that plays a critical role in ensuring smooth day-to-day operations for a business that values innovation, continuous improvement, and a strong sense of community. With clear pathways for career development, you'll have the chance to grow your expertise and progress into more senior IT roles.Salary: £24,000Location: Newcastle City CentreHybrid Working: Yes, a blend of office-based and remote workWorking Hours: Shift work (4 shifts on, 4 days off, including overnight shifts)THE ROLEAs the first point of contact for all IT-related issues, you’ll be the face of IT support, providing essential 1st line assistance across the organisation. Leveraging your experience, you’ll swiftly troubleshoot and resolve technical problems, or escalate them when necessary, ensuring the business continues to run smoothly. You’ll also collaborate with 2nd and 3rd line teams to proactively identify and mitigate potential issues before they impact operations, playing a pivotal role in keeping things running behind the scenes.Key Responsibilities:

Deliver 1st line IT support for a wide range of technical issues.
Troubleshoot and resolve problems or escalate them as appropriate.
Proactively identify and prevent potential IT issues.
Work closely with 2nd and 3rd line teams to ensure seamless operational support.

YOUR SKILLS / EXPERIENCEWe’re seeking candidates with proven hands-on experience in a similar 1st Line IT Support role. A strong track record of troubleshooting and resolving IT issues is essential. The key technical skills we’re looking for include:

Proficiency with Microsoft Office 365.
Experience with Windows 7 & 10.
Knowledge of Active Directory / Group Policy.
Familiarity with SharePoint.
Experience working within SLAs.
Printer troubleshooting expertise.
Mobile device support.
Basic network troubleshooting (TCP/IP, DHCP, DNS).

YOUR SOFT SKILLSIn addition to your technical expertise, your success in this role will be driven by your excellent communication skills and a customer-focused mindset. You’ll need to stay motivated and self-reliant, especially when working remotely, and demonstrate flexibility with shift patterns while fostering strong collaboration with your team.

Strong communication skills (phone, email, chat).
Excellent customer service orientation.
Proactive and solutions-focused approach.
Flexibility with shift patterns.
Self-motivation, particularly for remote work.

If you’re ready to take the next step in your IT career and believe you have the skills to thrive in this role, apply today! We’d love to discuss this exciting opportunity with you.

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