Onsite Support Analyst in Newcastle upon Tyne

Job Description

Job title

Onsite Support Analyst

Location

• Newcastle upon Tyne
• Part-time role - 1 day (7.5 hours) a week in the office

Benefits

• Private Healthcare
• Pension
• 25 days holiday rising to 30 over 5 years
• Group Life Insurance
• Income Protection
• Gym Discounts
• Employee of the Quarter
• Employee Referral program and many more

Are you an experienced IT Support professional looking for a flexible, part-time opportunity?

We're recruiting for an

Onsite Support Analyst to provide hands‑on technical support in Newcastle.

This role is ideal for someone with strong desktop support experience who enjoys delivering excellent customer service and resolving technical issues efficiently.

At XMA, technology is only part of the story.

Our success is built on talented people who are passionate about making a difference for customers, communities, and each other.

For over 40 years, we've helped organisations across the UK unlock the power of technology.

Today, we're one of the UK's leading independent technology partners, delivering innovative solutions that drive real-world outcomes across the public and private sectors.

We believe in empowering our people to grow, challenge themselves, and achieve their ambitions.

When you join XMA, you'll be part of a collaborative team where ideas are valued, development is encouraged, and your contribution has a genuine impact.

Together, we turn ambition into achievement.

What You'll Be Doing

• Providing onsite technical support for desktops, laptops, mobile devices, printers and peripherals.
• Diagnosing and resolving hardware, software and connectivity issues.
• Managing incidents and service requests through to resolution in line with SLAs and KPIs.
• Supporting Microsoft 365, Windows 10/11, Active Directory, Intune and Autopilot environments.
• Escalating complex incidents where required and working closely with wider technical teams.
• Maintaining asset records, support documentation and knowledge base articles.
• Supporting meeting room technology, collaboration tools and AV equipment.
• Delivering an outstanding customer experience and acting as a trusted onsite IT contact.

What We're Looking For

• Experience in an IT Support, Deskside Support or Onsite Support role.

• Knowledge of

• Microsoft 365
• Active Directory
• Azure AD
• Intune & Autopilot
• Service Now or similar ticketing tools
• Experience managing support tickets and working to SLAs.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Ability to obtain BPSS and Enhanced DBS clearance.
• ITIL knowledge or certification.
• Microsoft certifications.
• Experience supporting Microsoft Surface Hub and AV technologies.
• Understanding of networking fundamentals including TCP/IP, DNS and DHCP.
• Inclusion at XMA

At XMA, we believe that diverse perspectives, experiences and backgrounds make us stronger.

We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic selves.

We foster an inclusive culture where colleagues can thrive, regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity.

Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging.

We know that creating an inclusive workplace is an ongoing journey, and we are committed to listening, learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Government's Disability Confident scheme.

This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation.

As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best.

If you require any adjustments during the application or interview process, please contact us at hr@xma. co. uk, and we will be happy to support you.

Company Overview

Established in the 80's, XMA has grown to become one of the top ten largest value-added resellers in the UK.

Today, we're an independent UK company with full geographic coverage - and our skilled workforce serves a diverse customer base across the public and private sector.

We win awards for our ability to help organisations and users achieve more with technology.

We specialise in realising individual ambitions to transform and evolve.

We consult, define, adapt and deliver on real-life outcomes.

We collaborate closely to bring that positive impact home.

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