Gateshead/Hybrid (1 day in office) 2pm - 10pm Monday to Friday Salary - up to £30k 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 experience. And we successfully floated on the London Stock Exchange. But one thing has stayed the same. Our passion to help people use their minds more effectively so they get more out of life and give more to others. Job Overview: 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 issues. Key Responsibilities: Ticket Management: Receive, log, and prioritize incoming support requests via ticketing system. Monitor and manage ticket queues to ensure timely resolution. Escalate unresolved issues to the appropriate teams when necessary. Technical Support: Provide first-line support for hardware, software, and networking issues. Troubleshoot and resolve desktop and laptop issues, including operating systems and applications. 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 practices. Documentation: Maintain accurate records of support requests and resolutions. Update knowledge base articles and documentation for future reference. Collaboration: Work closely with other IT team members to ensure efficient resolution of complex issues. Participate in team meetings and contribute to continuous improvement initiatives. Qualifications: Education & Experience: Relevant IT certifications (e.g., CompTIA A, ITIL) are a plus. Experience on Jira Service Desk a plus but not must. Technical 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 ticketing systems. Basic knowledge of networking concepts and troubleshooting. Basic knowledge of hardware diagnostics, troubleshooting and repair. Soft Skills: Excellent communication and interpersonal skills. Strong problem-solving abilities and attention to detail. Ability to work effectively in a fast-paced environment. Benefits 25 days annual leave Private medical insurance Critical life insurance Income protection Pension (5% company contribution) Travel insurance Cycle to work scheme Season ticket loan Charity work (two days paid annually) Gym subsidy Yoga, mindfulness and massages Unlimited mental health support, 24/7 unlimited remote GP Working at MindGym We 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 sense 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, and respected.