IT Service Desk Advisor – First‑Line Tech Help & Support

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

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.