Frontline IT Service Desk Specialist

Newcastle; Newcastle upon Tyne; Hybrid; GBP 23,000 - 30,000; Full time

Job summary

Newcastle is seeking a customer-focused IT Service Desk Adviser to join our IT team, delivering reliable technology support across the organisation and to external clients. You’ll be the first contact for IT queries, triaging incidents and logging requests via multiple channels, ensuring professional support and timely resolution.

You will support desktops, laptops and mobile devices, maintain ITSM records, assist with onboarding and account provisioning, and help drive service quality and

Qualifications

• Experience in an IT Service Desk, Helpdesk or technical support.
• Strong customer service and troubleshooting abilities.
• Good understanding of Windows and Microsoft 365.
• Familiarity with ITIL or similar best practice frameworks would be advantageous.
• Certifications such as ITIL Foundation, CompTIA A+, MS-900 or MD-102 are beneficial.

Responsibilities

• Log, categorise and prioritise incidents and service requests.
• Provide first-line technical assistance via phone, email, chat and portal.
• Resolve issues at first contact where possible or escalate.
• Support onboarding, including account creation and device preparation.
• Assist with password resets, software installs and access requests.

Skills

IT service desk experience

Customer service

Windows

Microsoft 365

Account administration

Tools

ITSM platform

Job description

Newcastle is seeking a customer-focused IT Service Desk Adviser to join our IT team, delivering reliable technology support across the organisation and to external clients. You’ll be the first contact for IT queries, triaging incidents and logging requests via multiple channels, ensuring professional support and timely resolution.

You will support desktops, laptops and mobile devices, maintain ITSM records, assist with onboarding and account provisioning, and help drive service quality and