Service Desk Adviser

Job Posting Title

Service Desk Adviser

Salary Band

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 feel valued, respected, and celebrated for who they are, we want colleagues to feel 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 Balance

• •A 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 Wellbeing

• •Access 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

Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you, you can contact your Recruiter for this vacancy at dave.cowell@newcastle.co.uk

Company:

Newcastle Strategic Solutions Limited