First-Line IT Support Specialist

Newcastle; New York; Remote; GBP 25,000 - 29,000; Full time

Benefits offered by this job

Corporate bonus scheme (on target 5%,

Pension scheme (up to 9% employer)

Annual performance related pay reviews

Free onsite gym at head office

Cycle to work scheme

Two paid volunteering days per year

Job summary

Newcastle Strategic Solutions Limited is seeking a Service Desk Adviser to join the IT team in Newcastle. You will be the first point of contact for IT support queries via phone, email, chat and our service portal, logging incidents and providing triage.

Working in a shift rota from 8:00 to 20:00 on weekdays and 8:30 to 12:30 on Saturdays, you will resolve issues where possible, escalate when needed, and contribute to ITSM records and knowledge base improvements.

Qualifications

• Experience in an IT Service Desk, Helpdesk or technical support environment.
• Good understanding of Microsoft technologies (Windows, Microsoft 365).
• Familiarity with ITIL-based service management is advantageous.

Responsibilities

• Log, categorize and prioritise incidents and service requests.
• Provide triage and first-line technical assistance via multiple channels.
• Resolve issues at first contact where possible or escalate as needed.

Skills

Customer service

Troubleshooting

Communication

Prioritisation

Teamwork

Tools

ITSM platform

MS Windows

Microsoft 365

Job description

Newcastle Strategic Solutions Limited is seeking a Service Desk Adviser to join the IT team in Newcastle. You will be the first point of contact for IT support queries via phone, email, chat and our service portal, logging incidents and providing triage.

Working in a shift rota from 8:00 to 20:00 on weekdays and 8:30 to 12:30 on Saturdays, you will resolve issues where possible, escalate when needed, and contribute to ITSM records and knowledge base improvements.