Technical Support Analyst

About the Role

Our client is looking for a proactive and technically skilled Technical Support Analyst to join their team based in Newcastle upon Tyne . This role is essential for maintaining high levels of customer satisfaction by providing expert technical assistance and troubleshooting. You will be instrumental in resolving hardware and software issues for a diverse client base, ensuring minimal disruption to their operations. This is an excellent opportunity for an individual passionate about technology and dedicated to delivering outstanding support in a collaborative office setting.

Key Responsibilities

• Provide first and second-line technical support for hardware, software, and network issues.
• Respond to support requests via phone, email, and the helpdesk system, prioritizing urgent issues.
• Perform remote troubleshooting and diagnosis, and escalate unresolved issues to senior technicians or relevant teams.
• Install, configure, and maintain computer hardware and software systems.
• Document technical solutions and create user guides to enhance customer self-service capabilities.

Requirements

• Demonstrable experience in a technical support or IT helpdesk role.
• Strong knowledge of operating systems (Windows, macOS) and common office applications.
• Familiarity with networking concepts and troubleshooting techniques.
• Excellent diagnostic and problem-solving skills.
• Ability to communicate technical information clearly to non-technical users.

Benefits

• Attractive salary package.
• Full-time, permanent contract based in Newcastle upon Tyne .
• Opportunities for training and certifications in IT technologies.
• Pension scheme and employee discount programs.
• A structured and supportive working environment with a focus on team success.