IT Support - Service Desk Analyst

Date: 14-May-2022

Location: Newcastle Upon Tyne, GB, NE12 8EW

Company: Greggs Plc

Vacancy Details

We are looking for someone to join our IT Team as IT Support Analyst on a Full Time basis, this would be a fixed term contract for 9 months(secondment if internal).

Join the Family

We believe in growing together – as a united team and working towards the achievement of our vision which is to be a winning brand in the food-on-the-go market. Greggs is a much loved and trusted brand with a strong traditional bakery heritage. Our people are what makes our business successful.

We aim to provide our people with a great place to work, where they feel valued by listening, developing and rewarding them.

Here at Greggs, we love what we do, we have fun and we welcome everyone. We're hard-working, but above all else we're family; and it doesn't matter who you are, where you're from or what your favourite bake is, we’d love you to join us!

We want everyone to feel welcome at Greggs and our colleagues to be able to be themselves at work, whatever their background, preferences, or views.


£20,182 pro rata

Shift Pattern and Contracted Hours

35 hours between 6am and 10pm, 5 days out of 7, Monday to Sunday

Job Description

Our IT support team are the first point of contact for our Greggs colleagues either reporting IT incidents or making IT service requests.

Within the IT support team our goal is to deliver a first-class service ensuring we support our colleagues in keeping the Greggs business operating effectively and efficiently.

Working in our IT Support team within the service desk you will be responsible for taking calls from colleagues, providing that first point of contact for IT Support. You will triage support requests in the first instance attempting a first time fix where possible and escalating up in IT Support and out to wider IT&BC where necessary. As you develop you will have the opportunity to work in our higher technical areas, 2nd line support and hardware provisioning.


  • Triage Incoming Support Requests
  • Resolve IT Support Requests
  • Liaise with and escalate requests to members of the IT Support team and the wider IT&BC function
  • Maintain Service Requests
  • Perform System Testing, Checks and Minor updates
  • Maintain IT Support Documentation


Technical skills:

  • Proficient in Microsoft Office 2016 onwards
  • Experience of O365
  • Installing new technologies and teaching end users how to operate them
  • Providing remote technical support via internet or phone
  • Backing up and restoring files
  • Maintaining operating systems by repairing hardware and configuring software
  • Excellent communication
  • Time management
  • Team collaboration
  • Problem-solving skills


  • Our Greggs Employee discount Scheme is very generous, offering you up to 50% off our food
  • Your holiday entitlement starts with 4.2 weeks, in addition to bank holidays, which increases with service up to a maximum of 6 weeks after 25 years’ service. (Pro-rata for part time)
  • After 6 months service you may be eligible for our profit share scheme
  • You will receive free life assurance after 1 year’s continuous service.  This is a death in service benefit which provides a lump sum payment equal to one and a half years’ salary
  • You will automatically join our Greggs pension scheme which is a fantastic way to save for your retirement and allows you to benefit from employer contributions and tax advantages

Other benefits include;

  • Share Save and Share Incentive Schemes
  • Employee Assistance Programme
  • Healthcare Plans
  • Cycle to Work Scheme

Your Application

During the application process we’ll keep in touch every step of the way, we know how big a decision it is for you to apply for a job. Once you do we’ll work hard to keep you up to speed on how your application is progressing, with your help we can make your application as quick and as smooth as possible.