Norman Service Desk Analyst

Northumbria University; North East; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading UK university is hiring for a 1st line IT support role at their IT Service Desk. The position involves providing excellent customer service and troubleshooting IT issues. Candidates should possess strong customer service skills and IT knowledge. This role includes flexible working arrangements, with specific hours in the evenings and weekends. The university offers a supportive environment with opportunities for professional development.

Benefits

Flexible working arrangements

Competitive benefits

Supportive environment

Qualifications

• Excellent customer service skills with a strong knowledge of IT.
• Experience in an IT support role is desirable but not essential.
• Willingness to engage with new systems/services.

Responsibilities

• Record customer enquiries and requests, following predefined processes.
• Resolve enquiries at the initial point of contact.
• Provide exceptional customer service and communicate clearly.
• Work predominantly in the evenings and weekends.
• Support a busy team providing out-of-hours first line support.

Skills

Customer service skills

IT knowledge

Operating systems

Common applications

Job description

Overview

We are looking for exceptional individuals to join our IT Service Desk, providing 1st line support through a range of channels.

Responsibilities

• Record all customer enquiries and requests, following predefined processes, troubleshoot problems using technical knowledge, accurately documenting actions and recording solutions.
• Resolve enquiries at the initial point of contact.
• Provide an exceptional level of customer service through clear and concise communication, demonstrate proposed solutions and next actions. Work as part of a team that supports UK University students in an IT environment, with training to develop your career in a supportive, friendly environment.
• Work predominantly in the evenings and weekends; after initial training, participate in a flexible home/office working arrangement.
• Support a busy team providing out-of-hours first line support to staff and students from Northumbria and other institutions that subscribe to the Norman Helpline service.

Qualifications and Experience

• Excellent customer service skills with a strong knowledge of IT, operating systems and commonly used applications.
• Experience in an IT support role is desirable but not essential.
• Willingness to engage with new systems/services and develop professional skills within a vibrant and dynamic team.

About Norman Managed Services and Northumbria University

Norman Managed Services works with organisations of all sizes, augmenting service desk and support teams to provide 24/7/365 seamless customer-focused service across voice, chat and email. Part of Northumbria University, with over 15 years of experience, Norman is an established higher education IT support specialist. We partner with the sector to support research and education values, providing flexible working arrangements, competitive benefits, and a commitment to diversity and inclusion.

The University has implemented flexible working arrangements and supports candidate requirements as part of the recruitment process. Explore our values and commitments in the published materials and Privacy Policy for further details.