IT Service Desk Analyst, 1st line support, IT Helpdesk
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IT Service Desk Assistant - Northumbria

  • Job reference: AQIT348
  • Location: Newcastle upon Tyne, Tyne and Wear
  • Job type: Temporary
  • Area of Expertise: IT
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Job description: My client, a local academic institute in Newcastle upon Tyne, is looking for a Service Desk Assistant to work on an initial 3 month contract. The shift pattern is 15.00 to 23.00.

The Service Desk Assistants are part of a busy team providing out-of-hours first line support to staff and students from the local institutions which subscribe to the Helpline service and are responsible to the Service Delivery Supervisor.

Knowledge of Microsoft Office is required, along with Windows Server and Desktop Operating Systems. Any experience of Apple Max OS X, Citrix, or any Higher Education software packages would be a distinct advantage.

Key Responsibilities:

* Supporting the Service Desk to provide professional support via telephone, email and other channels where required.
* Logging all enquiries and requests, following predefined processes and troubleshooting problems using technical knowledge, accurately documenting actions and recording solutions.
* Resolving routine IT, Telecoms and other general enquiries at initial point of contact including those relating to:
* information about services
* standard software applications, operating systems and hardware
* email, computer username and password problems and advice
* wireless connectivity, telephone and voice mail usage

* Escalating more complex enquiries to Analysts or Supervisors and communicating progress to the customer.
* Providing a high level of customer service through excellent verbal and written communication.
* Participating in training sessions and familiarisation with self-paced learning materials

Any other duties as may reasonably be required by the Director of IT Services within the scope of the grade. The particular responsibilities of all members of staff are likely to vary over time, according to the needs of the service.

If you are interested in this role, please contact Andy at Service Care Solutions on 01772 208958 or email