Norman Service Desk Analyst

Northumbria University

  • United Kingdom
  • Permanent
  • Full-time
  • 6 days ago
Job Category: Technical and SpecialistJob Description:ABOUT THE ROLEWe're looking for exceptional individuals to join our IT Service Desk, providing 1st line support through a range of channels.These are short-term contract roles with an immediate start.We have full and part-time positions available. Roles are required during standard working hours.Please note that we are currently only accepting applications from individuals who have not previously applied.Duties and Responsibilities include -
  • Recording all customer enquiries and requests, following predefined processes, troubleshooting problems using technical knowledge, accurately documenting actions and recording solution.
  • Resolving enquiries at initial point of contact.
  • Provide an exceptional level of customer service through clear and concise communication, demonstrating proposed solutions and next action.
Further information is available in the .ABOUT YOUAre you an experienced, enthusiastic, proactive team player with excellent customer service skills?Come and join the Norman Team, part of IT Services at the University of the Year winners 2022!We are at the forefront of supporting UK University students in an IT support environment and are seeking people who have a passion to deliver an outstanding customer experience. When you join our team, you will be fully trained to develop your career in a supportive friendly environment. Our team mainly work in the evenings and weekends and after your initial training we support a flexible home/office working arrangement.If you are ready to engage with new systems/services, want to develop your professional skills and join our vibrant and dynamic team then we want to hear from you.To be successful in this role you will need excellent customer service skills with a strong knowledge of IT, operating systems and commonly used applications, similar experience in a IT support role is desirable although not essential.Further information is available in the .ABOUT THE TEAMworks 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 and with over 15 years experience Norman is an established higher education IT support specialist; by the sector, for the sectorThe role of Service Desk Analyst is a member of 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.If you require any further information about the role please contact Operations Manager Amanda Fraser - .ABOUT USJoin Northumbria University, a research-intensive institution unlocking potential and changing lives locally and globally. Named Times Higher Education's in 2022 and in 2025, we rank top 25 in the UK for research power. Discover more .With over 37,000 students from 140+ countries, we offer world-leading research, award-winning partnerships, and an outstanding student experience. We empower our exceptional staff, promoting a positive work-life balance and offering great benefits, including excellent pension schemes, flexible working, generous holiday entitlement and .Our Northumbria Values, co-created by our team, define who we are: Academic Excellence, Innovation, Inclusivity, Collaboration, and Ambition. Our Behaviours shape our work culture: We listen and learn, support one another, respect everyone, trust each other, and are bold.Located in Newcastle upon Tyne and London, we are an on-campus organisation with flexibility in hours and location. We pride ourselves on diversity and inclusivity, holding numerous awards for gender and race equality, disability confidence, and research excellence. We also hold the HR Excellence in Research award for implementing the concordat supporting the career Development of Researchers and are members of the initiative to deliver information and support to professional researchers. The University has implemented a range of flexible working arrangements, and we are happy to explore candidate requirements as part of the recruitment process.Apply now and join a community committed to transforming society and the economy. Explore " , " page to learn more about our commitments and see our for further details.

Northumbria University