2nd Line Service Desk Analyst

About Synergi
Synergi is an award-winning UK technology partner, empowering organisations to thrive with technology. Recently Synergi had joined Brightsolid (a DC Thomson brand). Our practice areas Sentri, Agiliti and Unifi deliver unrivalled product and customer experience. We're perfectly positioned as an expert partner for businesses who want positive change.

Role Summary

• Job Title: 2nd Line Service Desk Analyst
• Location: Gateshead (Office-based)
• Hours: 37.5 per week
• Contract: Permanent

This is a fantastic opportunity to join a leading cloud solutions and managed services business based in the North East.

Synergi is an award-winning technology provider working in the region and UK-wide with companies such as The AA, Highways England and Northumbrian Water.

We have seen substantial growth since our inception in 2013 and this appointment will add to our experienced service desk team to support our continued success.

• You must also be able to commute daily to our office in Gateshead

About The Role
*Role, Duties & Expectations:*

• Provide high quality desktop, server and cloud platform support
• Demonstrate the ability to troubleshoot complex environments
• Provide clear advice and guidance to clients for improving their environments
• Be seen as a trusted advisor on service issues and be able to communicate to every level within an organisation
• Communicate with 3rd party providers including hardware and application vendors to resolve complex multi-party issues
• Ensure workload is managed to deliver the service within clearly defined SLAs
• Ensure accuracy and completion of data entry based on incidents and problems
• Own transport is essential as occasional onsite customer visits will be required
• Some 24/7 on call cover maybe required

Requirements
*Skills, Qualifications & Experience:*

• Proven track record of providing Line 2 service desk support from a Managed Service Provider background
• Have a strong MSP background a minimum of 5 years' experience providing support to multiple customers
• Have the confidence to hold conversations with customers assisting technically in service reviews
• Ability to troubleshoot Windows Desktop Operating systems and Microsoft Office applications
• Support Windows Server operating systems and Exchange on premises environments
• Good understanding of commercial aspects of service agreements
• Complete understanding of Active Directory, Group Policies, DNS and DHCP
• Strong knowledge of AntiVirus, Anti Ransomware and Security best practices
• In depth understanding of the Office 365 platform and security services
• Good level of knowledge of Microsoft 365, Azure VMs, Firewall, Backup and Configuration
• Ability to troubleshoot Virtualised on premise environments including Hyper-V and VMware
• Knowledge of and ability to monitor and troubleshoot Backup technologies
• Good understanding of Networking technologies with the ability to troubleshoot from desktop through to LAN, WAN and hosted services
• Understanding of the ITIL framework and basic principals

*Beneficial but not essential:*

• Basic SQL Skills including Backup, Maintenance schedules and high level troubleshooting
• Experience of hardware deployments including SAN technologies
• Proven track record in similar role for a Managed Service Provider
• Ability to deploy new services e.g. Office 365 migrations or Cloud server migrations
• Knowledge of and ability to troubleshoot Disaster Recovery (DR) technology
• Experience of Virtual Desktop and Virtualised applications using Citrix technology
• ITIL Foundation or Practitioner accreditations

*Education/Training:*

• Be able to show clear evidence of continual learning in your career to date
• Industry recognised accreditations beneficial e.g. - Microsoft MCP, VMware VCP, Cisco CCNA, Citrix CCP

To apply for this role, please follow our online application process and submit a CV and cover letter.
Benefits
*Package & Benefits:*

• Industry competitive salary
• Career progression
• UNLIMITED holidays
• Fully office based (Gateshead)
• Vitality Healthcare (FOC Apple Watch, Coffee, Cinema Tickets)
• One day per month immersive CPD (personal development) allocation
• All Microsoft certifications FREE
• Shifts covering Monday - Friday 8am-4.30pm / 9:30am-6pm
• Charity Days to support causes important to you
• Staff referral scheme, (earn £500 for successful placements)
• Enhanced Adoption, Maternity and Paternity Leave
• Regular social and fundraising events
• Free fruit - get your 5 a day on us in the office
• Free onsite parking at head office

At Synergi, we're building value and results driven technology for our customers - we're building a workplace where every voice matters and every perspective drives progress.
In an industry that's constantly evolving, we understand the power of collaboration across cultures, experiences, and ways of thinking.
That's why we invest in inclusive hiring practices, continuous education, and open conversations.
Tech should be for everyone. And so should the opportunity to shape it.
This is a full-time, permanent position, working 37.5 hours per week. The role is based in the Synergi Office in Gateshead, United Kingdom.
We are an equal-opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics.

If you have any issues with your application, please email

For further information, please visit
Closing date for applications: Monday, 27th October 2025 at 16:00hrs
Please note that we reserve the right to close the vacancy early once we have received suitable applications. Therefore, please ensure you submit your application as early as possible to avoid disappointment.