Service Desk Adviser

Newcastle Strategic Solutions Limited; United Kingdom; On-site; GBP 25,000 - 29,000; Full time

Benefits offered by this job

Bonus scheme

Pension scheme

Annual leave

Free gym

Volunteering days

Cycle to work

Job summary

Newcastle Strategic Solutions Limited is seeking a Service Desk Adviser to join our IT team. You will act as the first point of contact for IT support across the organisation and external clients, delivering triage and first-line assistance through multiple channels.

You will log and prioritise incidents, work to resolve issues at first contact and keep users informed throughout the lifecycle. You will support desktops, laptops, mobiles, and Microsoft technologies, contribute to ITSM

Qualifications

• Experience in an IT Service Desk, Helpdesk or technical support environment.
• Strong customer service skills with methodical troubleshooting.
• Ability to communicate with users at all levels and handle multiple priorities.
• Familiarity with Microsoft technologies and user account administration; ITIL knowledge is a plus.

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 appropriately.
• Maintain ITSM records and assist knowledge-base development.

Skills

Customer service

Troubleshooting

Communication

Microsoft 365

Tools

Windows

Microsoft 365

ITSM platform

Job description

Job Posting Title

Service Desk Adviser

Salary Band

£25,469 - £29,305

Grade

A1

Job Description

About the Role

We are looking for a customer-focused IT Service Desk Adviser to join our IT team and play a key role in delivering reliable and effective technology support across the organisation and to our external clients. As the first point of contact for IT support queries, you will provide triage and first-line technical assistance through a variety of channels including phone, email, chat and our service portal. You will be responsible for accurately logging, categorising and prioritising incidents and service requests, resolving issues wherever possible at first contact and ensuring users receive a professional and positive support experience. Working as part of a collaborative Service Desk team, you will support colleagues and client organisations with a wide range of technical issues relating to desktops, laptops, mobile devices, Microsoft technologies and business applications. You'll take ownership of incidents through to resolution or escalation, ensuring users are kept informed throughout the process. Alongside day-to-day support activities, you will contribute to the ongoing improvement of IT services by maintaining accurate records within the IT Service Management (ITSM) platform, supporting knowledge base development and helping drive service quality, efficiency and first-time resolution rates. You will also support onboarding activities, including account creation and device preparation, as well as fulfilling standard service requests such as password resets, software installations and access requests. This role operates within a shift rota covering service desk hours between 8:00am and 8:00pm Monday to Friday and 8:30am to 12:30pm on Saturdays.

About You

You will have previous experience working within an IT Service Desk, Helpdesk or technical support environment and enjoy helping people solve technical problems. You are someone who combines strong customer service skills with a methodical approach to troubleshooting and administration, ensuring incidents and requests are handled accurately and efficiently. You will be confident communicating with users at all levels, whether supporting internal colleagues or external clients, and capable of managing multiple priorities in a fast-paced environment. Your attention to detail will enable you to maintain accurate records and documentation within an ITSM platform while ensuring a high standard of service delivery. You will bring a good understanding of Microsoft technologies, including Windows and Microsoft 365, alongside experience of user account administration and access management. Familiarity with ITIL-based service management principles or similar best practice frameworks would be advantageous. We're particularly interested in individuals who are proactive, eager to learn and committed to continuously developing their technical knowledge. Professional certifications such as ITIL Foundation, CompTIA A+, Microsoft 365 Fundamentals (MS-900) or Microsoft Endpoint Administrator Associate (MD-102) would be beneficial, although they are not essential. To be successful in this role, you must be comfortable working within a shift rota and able to attend our Cobalt Head Office for a minimum of two days per week. Occasional travel may be required to support branch locations across the North East and, from time to time, the North West of England. A full UK driving licence would be advantageous. Please note that we are unable to provide visa sponsorship for this position. Applicants must have an existing right to work in the UK for the duration of their employment.

About Us

As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should be valued and acknowledged for themselves; only this is a place they belong. A place to be you.

What do you get in return?

As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

• Financial Corporate bonus scheme (on target 5%, up to a maximum 10%)
• Pension scheme (up to 9% employer contribution)
• Annual performance related pay reviews
• Colleague mortgage scheme
• Electric car salary sacrifice scheme
• Life assurance (4x salary) and income protection
• Access to our financial advisers
• Access to a range of high street and online discounts
• Work/Life BalanceA 35 hour weekly contract 25 days’ annual leave + bank holidays (rises to 30 with length of service - pro rata)
• The option to buy and sell up to 5 days’ holiday
• Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood
• Health and WellbeingAccess to a health cash plan through a Medicash scheme
• Access to an employee assistance programme
• Free onsite gym at our Cobalt head office and access to discounted gyms
• Two paid volunteering days’ each year
• Cycle to work scheme

Company

Company: Newcastle Strategic Solutions Limited People are the focus of absolutely everything we do. We believe in people, we care deeply about their hopes, their dreams and their wellbeing. And that applies equally to our customers, our communities and our colleagues – which means you, if you choose to work here. it’s important to us that you know if join us we will welcome you, respect you and help you to achieve your goals.