IT Customer Service Advisor

Education Partnership North East; Sunderland; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Holiday allowance

Flexible working options

Pensions (LGPS/Teacher Pension)

Wellbeing support

Free parking

Gym access

Job summary

Education Partnership North East (EPNE) is seeking an IT Customer Service Advisor to be the first point of contact for staff, students and external stakeholders, delivering excellent service and first-line technical support.

You will manage IT incidents and service requests via the Service Desk, provide timely resolutions, troubleshoot issues and keep customers informed. This role is ideal for a proactive communicator with a passion for technology and continuous service improvement.

Qualifications

• Level 3 IT Customer Service Advisor qualification.
• Experience in IT Service Desk or customer-facing IT support.
• Excellent customer service and communication skills.
• Strong troubleshooting and problem-solving abilities.
• Experience logging incidents using a ticketing system.
• Ability to prioritise workloads and meet SLAs.
• Understanding of IT security and data protection.

Responsibilities

• Act as the first point of contact for IT queries, providing friendly and professional support to staff, students and external stakeholders.
• Log, prioritise, manage and update IT incidents and service requests through the Service Desk, ensuring customers are kept informed of progress.
• Provide first-line technical support, including troubleshooting hardware, software, account, password and connectivity issues both remotely and in person.
• Escalate and assign more complex incidents to the appropriate teams, ensuring all relevant information is fully documented.
• Create and maintain user guides, knowledge base articles and self-service resources to improve the customer experience and support continuous service improvement.
• Promote IT security, support customer training where required, and help maintain high service standards, customer satisfaction and compliance with College policies and procedures.

Skills

Excellent communication

Customer service

Troubleshooting

Incident management

Ticketing system

IT security awareness

Education

Level 3 IT Customer Service Advisor

Tools

Ticketing system

Job description

ClosingDate: 23.59 hours BST on Thursday 22 October 2026

Reference: 0783-26

About Education Partnership North East (EPNE)

At EPNE our 'purpose' is our north star. It is what we expect of ourselves every single day and why we ask all staff to keep our purpose front and centre in all that they do.

Our Purpose is to "unlock potential, create opportunities, and transform lives through outstanding education, skills and training". Rooted in our transformative power, it communicates our work in tackling inequalities, removing barriers, and improving the life chances of the people and communities we serve.

We nurture our very special culture. Ourunifying values framework "The actions we take the choices we make - The actions I take the choices I make"represent the character of our college group, and are grounded in the belief that every action, by every individual, contributes to our success. This why we encourage empowered individuals, personal accountability and growth.

Building on our remarkable past, creativity and pioneering spirit, we are moving forward with courage into the future, improving what we do, remaining action-orientated, and innovating to make an exceptional difference for the world we live in. Shaping futures for a better tomorrow,join ourchangemakingcommunity now.

Please see the following link to our 2024 Ofsted Report, in which EPNE was graded as being Outstanding across all areas - Ofsted-Report-Outstanding

Our Journey & Values

As an employer, we prioritise cultivating a supportive and inclusive workplace culture, where our staff can thrive and grow. We recognize that our employees are our greatest asset, and we are deeply committed to investing in their professional development and overall wellbeing.

Education Partnership North East 33 subscribers

We are looking for a customer-focused and proactive individual who is passionate about delivering outstanding service and helping others. You will have excellent communication and interpersonal skills, with the ability to build positive relationships stakeholders at all levels. A strong problem-solver, you will take ownership of issues through to resolution, remain calm under pressure, and demonstrate a collaborative approach to working within a team. You will be committed to continuous improvement, embrace innovation, and contribute to creating an inclusive, respectful and supportive environment that reflects the College's values of excellence, integrity, inclusion and accountability.

About the Role

As an IT Customer Service Advisor, you will be the first point of contact for staff, students and external stakeholders, delivering excellent customer service and first-line technical support across the College. You will manage IT incidents and service requests through the Service Desk, providing timely resolutions, troubleshooting technical issues, and ensuring customers are kept informed throughout. The role plays a key part in maintaining high levels of customer satisfaction, supporting continuous service improvement, enhancing self-service resources, and contributing to a secure, efficient and reliable IT environment. This is an excellent opportunity for someone with strong communication skills, a customer-focused approach, and a passion for technology and helping others.

Role Responsibilities

• Act as the first point of contact for all IT queries, providing friendly and professional support to staff, students and external stakeholders.
• Log, prioritise, manage and update IT incidents and service requests through the Service Desk system, ensuring customers are kept informed of progress.
• Provide first-line technical support, including troubleshooting hardware, software, account, password and connectivity issues both remotely and in person.
• Escalate and assign more complex incidents to the appropriate teams, ensuring all relevant information is fully documented.
• Create and maintain user guides, knowledge base articles and self-service resources to improve the customer experience and support continuous service improvement.
• Promote IT security, support customer training where required, and help maintain high service standards, customer satisfaction and compliance with College policies and procedures.

Qualifications

• Level 3 IT Customer Service Advisor
• Previous experience in an IT Service Desk, Helpdesk or customer-facing IT support role.
• Excellent customer service and communication skills.
• Strong troubleshooting and problem-solving abilities.
• Experience managing incidents and service requests using a ticketing system.
• Ability to prioritise workloads and meet service level targets.
• Understanding of IT security, data protection and service improvement practices.

What’s in it for you?

Join EPNE and you’ll be part of a culture that prioritises your development and wellbeing, which is why all employees receive an extensive benefits package.

• Enjoy a generous holiday allowance ranging between 35-48 days per year, plus public holidays - (Excluding Term Time Only contracts)
• Generous family leave and flexible working options (dependent on role)
• LGPS or Teacher Pensions Scheme - depending on role
• Access to myLifestyle benefits platform providing retail discounts and more.
• We offer dental, eye care & health cash plans.
• Extensive wellbeing support through a digital Wellbeing Hub that offers a broad range of support for physical, mental, and financial wellbeing.
• Free parking on most campuses.
• Free Gym access available at Bede Campus

Our Commitment to Diversity, Equality and Inclusion

At Education Partnership North East (EPNE), we welcome applications from people of all backgrounds and lived experiences. We know that diverse perspectives strengthen our teams to enhance the education and support we provide to our learners and communities.

We recognise that talented individuals may not always follow a traditional career path and may hesitate to apply unless they meet every requirement. If you are excited about the role and believe you can make a positive contribution, we encourage you to apply.

As a Disability Confident Employer and Armed Forces Covenant Member, and with Ofsted Outstanding status across all campuses, we are committed to creating an inclusive, supportive, and high-performing environment where everyone can thrive.

Due to the nature of this post, you will be required to undertake an Enhanced Disclosure Check.

We believe in equal opportunities and welcome applications from all sections of the community.

We are committed to PREVENT and safeguarding the welfare of children and vulnerable adults.

Please contact Chloe Gardner ([e-mail]) should you wish to have an informal chat about the role.

Do you have an existing account, or are you a member of staff?