Customer-Focused IT Service Desk Pro | First-Line Support

Newcastle Building Society; Newcastle upon Tyne; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Bonus scheme

Pension scheme

Annual pay reviews

Cycle to work

Gym access

Job summary

Newcastle Strategic Solutions Limited is seeking a customer-focused IT Service Desk Adviser to deliver reliable technology support across the organisation and external clients.

You will log and triage incidents, provide first-line assistance via multiple channels, and ensure users receive professional support while maintaining accurate ITSM records. A shift rota includes 8:00–20:00 weekdays and Saturday mornings.

Qualifications

• Experience in an IT Service Desk or Helpdesk environment.
• Strong customer service and troubleshooting skills.
• Understanding of Windows environments and Microsoft 365.

Responsibilities

• Log, categorise and prioritise incidents and requests.
• Provide first-line triage and support via phone, email, chat and portal.
• Resolve issues at first contact where possible and escalate when needed.
• Maintain ITSM records and assist knowledge base updates.

Skills

IT Service Desk

Helpdesk

Windows

Microsoft 365

ITIL

Job description

Newcastle Strategic Solutions Limited is seeking a customer-focused IT Service Desk Adviser to deliver reliable technology support across the organisation and external clients.

You will log and triage incidents, provide first-line assistance via multiple channels, and ensure users receive professional support while maintaining accurate ITSM records. A shift rota includes 8:00–20:00 weekdays and Saturday mornings.