IT Desktop Support Analyst

Gateshead/Hybrid (1 day in office)

2pm - 10pm Monday to Friday

Salary - up to £35k + bonus

MindGym was created to transform the performance of people, by changing how they think, feel and behave every day. We deliver change through our one-to-one Coaching app and digitally enabled workshops which form part of a growing suite of products

.
Today our client list includes most of the FTSE100/S&P100, including some of the world’s biggest organisations such as Unilever, Coca-Cola, Vodafone and Microsoft. Over 3 million professionals in 60 countries have taken part in a live Mind Gym experienc

e.
Job Overv

iew
We are seeking dedicated and enthusiastic IT Desktop Support Analysts to join our dynamic IT support team. The ideal candidates will be responsible for providing exceptional technical support to our users, managing and logging support tickets, and ensuring timely resolution of IT iss

ues.
Key Responsibil

ities
Ticket Manag

• ement:Receive, log, and prioritize incoming support requests via ticketing s
• ystem.Monitor and manage ticket queues to ensure timely resol
• ution.Escalate unresolved issues to the appropriate teams when nece

ssary.
Technical S

• upport:Provide first-line support for hardware, software, and networking
• issues.Troubleshoot and resolve desktop and laptop issues, including operating systems and applic
• ations.Assist users with account management, including password resets and user access

issues.
Customer

• Service:Deliver excellent customer service and maintain communication with users throughout the support
• process.Educate users on basic troubleshooting steps and best pr

actices.
Docum

• entation:Maintain accurate records of support requests and res
• olutions.Update knowledge base articles and documentation for future r

eference.
Coll

• aboration:Work closely with other IT team members to ensure efficient resolution of compl
• ex issues.Participate in team meetings and contribute to continuous improvement in

itiatives.
Qua

lifications
Education &

• Experience:Relevant IT certifications (e.g., CompTIA A+, ITIL)
• are a plus.Experience on Jira Service Desk a plus b

ut not must.
Tech

• nical Skills:Proficient in Windows operating systems. Any experience with Mac
• OS is a plus.At least 6-month Microsoft Active Directory experience in role
• is preferred.Previous experience in IT support (1st and 2nd line)
• is preferred.Familiarity with Microsoft Office Suite, remote desktop tools, and ticke
• ting systems.Basic knowledge of networking concepts and tro
• ubleshooting.Basic knowledge of hardware diagnostics, troubleshootin

g and repair

• .
  Soft Skills:Excellent communication and interpe
• rsonal skills.Strong problem-solving abilities and attent
• ion to detail.Ability to work effectively in a fast-pace

d enviro

• nment.
  Benefits25 da
• ys annual leavePrivate me
• dical insuranceCritical
• life insuranceIn
• come protectionPension (5% compan
• y contribution)T
• ravel insuranceCycle
• to work schemeSea
• son ticket loanCharity work (two days
• paid annua
• lly)Gym subsidyYoga, mindfulne
• ss and massagesUnlimited mental health support, 24/7 unli

mited remote GP
Wo

rking at MindGymWe want people to do their best work every day and that's why we ensure everyone at MindGym works in an environment that challenges them to be their best, while maintaining a strong sen

se of wellbeing.MindGym is committed to diversity, equity and inclusion. We offer equal employment opportunities to all applicants regardless of age, gender, ethnicity, disability, sexual orientation, religious beliefs, marital or

parental status.We support flexible working arrangements for all roles unless operational requirements require otherwise. We are committed to providing a working environment where everyone's individuality and unique contributions are recognised, valued