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Service Desk Assistant (1st Line)

  • Job reference: DEIT363
  • Location: Newcastle
  • Job type: Temporary
  • Area of Expertise: Support/Helpdesk
Job description: I am currently working with a university in Newcastle, looking for 5 Service Desk Assistants (1st line support) to work on an out of hours rota - 37 hours per week, for a minimum of 3 months with extension likely if you impress in the role.

Job Purpose:

The Service Desk Assistant is a supporting member of a busy team providing out-of-hours first line support to staff and students from the university and other institutions which subscribe to the Helpline service.

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:
o information about services
o standard software applications, operating systems and hardware
o email, computer username and password problems and advice
o 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

Attendance Requirements:

37 Hours per week, 5 days over 7, covering evenings and weekends. Staff will be required to work public holidays and University closure days. Times of work may vary in accordance with the requirements of IT Services.

Knowledge Required

*Microsoft Office (expert knowledge)
*Windows Server and Desktop Operating Systems
*Apple Mac OS X (desirable)
*Citrix (desirable)
*Higher Education software packages and applications (desirable)
*Mobile device operating systems(desirable)
*Other desktop applications (desirable)

Skills and Abilities

*Excellent customer service skills
*Effective written communication skills
*Effective oral communication skills including an excellent telephone manner
*Problem solving skills
*Ability to work well under pressure with high volumes of work/enquiries
*Ability to work as part of a team
*Ability to work on own initiative


*Telephone helpline experience
*Call logging systems

In the first instance, please send me your CV to be considered or alternatively, please contact Daniel Eccles on 01772 208958 for more information.

If this role isn't for you, we do also offer a referral bonus of £250 for every new candidate you refer to us that we place in a position for more than 13 weeks. That's £250 just for forwarding a job advert to a friend!