IT Customer Service Advisor

Churchill Services; Whickham; On-site; GBP 20,000 - 25,000; Full time

Job summary

A customer service-focused company in Whickham is seeking an IT Customer Service Advisor to provide support for IT queries via phone and email. This role emphasizes a strong customer service background and offers a range of employee benefits including ongoing training and development opportunities. Candidates should possess excellent communication skills and a commitment to helping others.

Benefits

30 days holiday plus bank holidays

Company sick pay

Maternity and paternity leave support

24/7 GP access and well-being support

Two paid volunteering days per year

Ongoing training and development

Recognition and rewards

Qualifications

• No IT experience required; strong customer service background preferred.
• Patience, empathy, and a desire to help others are essential.
• Good attention to detail and strong problem-solving skills.

Responsibilities

• Respond to IT support queries from staff across the organisation.
• Provide clear and friendly technical guidance over the phone or via remote tools.
• Track, update, and resolve tickets through the IT service management system.

Skills

Customer service background

Clear communication skills

Problem-solving skills

Ability to prioritize tasks

Team player

Job description

Overview

In this role, you'll be the first point of contact for colleagues needing help with IT issues, supporting them over the phone, via email, and remotely. You'll make sure their problems are resolved quickly and efficiently, keeping their day running smoothly.

Responsibilities

• Respond to IT support queries from staff across the organisation
• Provide clear and friendly technical guidance over the phone or via remote tools
• Support colleagues with hardware and software issues, including laptops, mobile phones, iPads, and office systems
• Track, update, and resolve tickets through our IT service management system
• Maintain and update user guides and documentation
• Work closely with IT team members and external providers to resolve issues quickly

Candidate profile / Qualifications

• We\'re looking for a friendly and professional IT Customer Service Advisor to join our Gateshead-based team. If you\'re passionate about helping people, solving problems, and providing great customer service we\'d love to hear from you.
• No IT experience required; a strong customer service background
• Clear and confident communication skills
• Patience, empathy, and a desire to help others
• Good attention to detail and strong problem-solving skills
• Ability to prioritise tasks and stay calm under pressure
• A team player who enjoys working with others

Benefits

• Employee Ownership - You are part of our success!
• 30 days holiday (including bank holidays) + 26 scheduled days%
• Company sick pay
• Maternity and paternity leave support
• 24/7 GP access, plus mental health, wellness, financial, and legal support
• Two paid volunteering days per year - Give back to a cause that matters to you
• Exclusive perks and discounts - More than 250 deals available
• Ongoing training and development - From apprenticeships to leadership programs
• Wellbeing, Diversity & Inclusion - Our Mosaic Committee and Mental Health First Aiders are leading the way
• Recognition and rewards - Celebrating our shining stars all year round

Inclusion and recruitment

Our Commitment to Inclusion: We are committed to creating a workplace where everyone belongs. As an inclusive and equal-opportunity employer, we welcome applicants from all backgrounds and experiences. We believe that diversity drives innovation and excellence, and we strive to build a culture of respect, fairness, and opportunity for all. Reasonable adjustments: Please let us know if there are any adjustments we can make to support you during our recruitment process. We\'re happy to help…

Other

Please note: Security clearance (DBS) is required for this role