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- Tasks: Provide first line IT support and resolve tickets across multiple sites.
- Company: Join a leading educational organisation committed to shaping real change.
- Benefits: Generous annual leave, flexible working, and health cash plan.
- Why this job: Make a real impact in IT while enjoying a vibrant, inclusive culture.
- Qualifications: Strong analytical skills and proven customer service experience required.
- Other info: Hybrid working model with excellent career development opportunities.
The predicted salary is between 24727 - 27600 £ per year.
Contract: Permanent
Location: Hybrid (Head Office: Quorum Business Park, Newcastle upon Tyne)
Hours per week: 37
Salary: £24,727
This is a hybrid working role, so you’ll need to be able to work from our Head Office 2 days per week.
About The Role
We’re excited to be looking for a First Line IT Technician to join our IT team. In this role, you’ll provide dedicated first line ticket resolution across multiple sites, ensuring accurate recording of incident information to help identify trends or required escalations. You’ll also support mobile telephony and remote working solutions by working closely with the wider IT Operations team, facilitating early troubleshooting and maintaining clear communication throughout.
How You’ll Make An Impact
- Ensuring information via tickets on our service desk platform are actioned and accurately recorded
- Responding to requests and resolving tickets within SLA
- Ensuring daily checks across IT Security and Service Operations teams are carried out or automated where possible, raising any issues to specialist team if required
- Escalating 2nd/3rd incidents to the specialist IT teams across IT Security and Service Operations for resolution
- Contributing to the continuous improvement of Group IT by assisting in implementing and embedding ITIL processes
- Identifying areas of improvement or automation continuously improving our service desk process by implementing these
- Documenting new processes and training out to relevant colleagues
What We’re Looking For
- Strong analytical and fault-finding skills
- Experience in managing workload according to competing deadlines
- Proven experience of customer service
- Excellent written and oral communication skills, including grammar and spelling
- Attention to detail and ability to work accurately
- Ability to work on your own initiative and work within deadlines
What We Offer
- Annual leave starting at 25 days and increasing up to 30 days with length of service
- 8 bank holidays and an additional 3 days off during the Christmas closure
- YOU celebration day to celebrate your birthday or another life event
- YOU hour allowing you one hour per month to spend time on something that promotes your wellbeing
- Learning and Wellbeing fund of up to £200 per year
- £400 towards any NCFE accredited qualifications per year
- Up to 20 Volunteering hours per year
- Flexible working culture with a hybrid working approach
- Early finish on a Friday at 4:30pm to start your weekend early
- Health cash plan through Westfield to claim towards health costs such as dental and optical
- Tech and Home scheme with savings at Currys and IKEA
- Employee Assistance Programme with a confidential helpline and access to face to face and telephone counselling
- Pension of up to 9% employer contribution when you contribute 3%
- Death in service payment worth 4 x your salary
Shape Real Change with an NCFE Career
Imagine a career where your contributions affect not only what people learn, but the way that learning is developed and delivered. With over 170 years of education experience our core purpose remains at the heart of the organisation – to promote and advance learning to create a fairer, more inclusive society, making sure no learner is left behind.
Want to know more? Take a look at our website https://www.ncfe.org.uk/
How To Apply
Before applying, please note that we require all candidates to be able to demonstrate proof of Right to Work in the UK. Ready to join us and shape real change? Apply with your CV if you have the commitment to excel in this position.
Closing Date: Friday 13 March 2026
Interview Date: Friday 20 March 2026
Equality, Diversity and Inclusion (EDI) Statement
We're committed to building rich diversity into our workforce at all levels, to ensure that we understand and are representative of the communities and customers we serve. We do not discriminate against anyone due to their gender, sexuality, race, age, religion, beliefs, identity, social background, visible or hidden disability, or neurodiversity. Instead, we pride ourselves on our collaborative, vibrant and high-performance culture which embraces everyone, celebrates uniqueness, and enables everyone's voice to be heard.
First Line IT Technician in Newcastle upon Tyne employer: NCFE
Contact Detail:
NCFE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line IT Technician in Newcastle upon Tyne
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on NCFE and its values. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how your skills match the role of a First Line IT Technician, especially your customer service experience.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific examples where you've successfully resolved IT issues or improved processes. This is your chance to shine and demonstrate your analytical abilities.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace First Line IT Technician in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the First Line IT Technician role. Highlight your customer service experience and any relevant IT skills to show us you’re the right fit!
Show Off Your Communication Skills: Since excellent written communication is key for this role, ensure your application is clear and free of errors. We want to see your attention to detail right from the start!
Be Specific About Your Experience: When detailing your past roles, focus on specific examples where you’ve resolved IT issues or improved processes. This helps us understand how you can contribute to our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at NCFE
✨Know Your Tech Basics
Brush up on your IT fundamentals, especially around ticket resolution and troubleshooting. Be ready to discuss common issues you might encounter as a First Line IT Technician and how you'd approach solving them.
✨Showcase Your Customer Service Skills
Since this role involves a lot of interaction with users, prepare examples that highlight your customer service experience. Think about times you've resolved conflicts or helped someone understand a technical issue.
✨Demonstrate Your Analytical Skills
Be prepared to talk about how you approach problem-solving. You might be asked to walk through a scenario where you had to analyse an issue and find a solution. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, have a few questions ready that show your interest in the role and the company. Ask about their ITIL processes or how they measure success in the IT team. This shows you're engaged and thinking about how you can contribute.