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- Tasks: Join our IT Service Desk to provide 1st line support and troubleshoot issues.
- Company: Norman Managed Services, part of Northumbria University, excels in IT support for education.
- Benefits: Enjoy flexible working hours, competitive perks, and a supportive team environment.
- Why this job: Make a real impact by helping students while developing your IT skills in a vibrant team.
- Qualifications: Strong customer service skills and basic IT knowledge; experience is a plus but not required.
- Other info: Work mainly evenings and weekends with options for home/office flexibility.
The predicted salary is between 24000 - 36000 £ per year.
Overview
We are looking for exceptional individuals to join our IT Service Desk, providing 1st line support through a range of channels.
Responsibilities
- Record all customer enquiries and requests, following predefined processes, troubleshoot problems using technical knowledge, accurately documenting actions and recording solutions.
- Resolve enquiries at the initial point of contact.
- Provide an exceptional level of customer service through clear and concise communication, demonstrate proposed solutions and next actions. Work as part of a team that supports UK University students in an IT environment, with training to develop your career in a supportive, friendly environment.
- Work predominantly in the evenings and weekends; after initial training, participate in a flexible home/office working arrangement.
- Support 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.
Qualifications and Experience
- Excellent customer service skills with a strong knowledge of IT, operating systems and commonly used applications.
- Experience in an IT support role is desirable but not essential.
- Willingness to engage with new systems/services and develop professional skills within a vibrant and dynamic team.
About Norman Managed Services and Northumbria University
Norman Managed Services works 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, with over 15 years of experience, Norman is an established higher education IT support specialist. We partner with the sector to support research and education values, providing flexible working arrangements, competitive benefits, and a commitment to diversity and inclusion.
The University has implemented flexible working arrangements and supports candidate requirements as part of the recruitment process. Explore our values and commitments in the published materials and Privacy Policy for further details.
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Norman Service Desk Analyst employer: Northumbria University
Contact Detail:
Northumbria University Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Norman Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common IT issues and solutions that university students might face. This will not only help you troubleshoot effectively but also demonstrate your proactive approach during interviews.
✨Tip Number 2
Practice your communication skills, especially in explaining technical concepts in simple terms. Since you'll be providing support to students, being able to convey information clearly is crucial.
✨Tip Number 3
Engage with online forums or communities related to IT support. This can provide insights into common problems and solutions, as well as show your enthusiasm for the field when discussing your experiences.
✨Tip Number 4
Be prepared to discuss your flexibility regarding working hours. Since the role involves evenings and weekends, showing your willingness to adapt will make you a more attractive candidate.
We think you need these skills to ace Norman Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and customer service. Use keywords from the job description, such as '1st line support' and 'customer enquiries', to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT and customer service. Mention specific examples of how you've resolved issues or provided exceptional service in previous roles, aligning with the responsibilities outlined in the job description.
Highlight Technical Skills: Clearly list your technical skills related to operating systems and commonly used applications. If you have experience with specific tools or software mentioned in the job description, be sure to include those as well.
Show Enthusiasm for Learning: Express your willingness to engage with new systems and develop your professional skills. Mention any relevant training or certifications you have completed, and convey your excitement about joining a dynamic team.
How to prepare for a job interview at Northumbria University
✨Showcase Your Customer Service Skills
Since the role requires exceptional customer service, be prepared to share examples of how you've successfully handled customer enquiries in the past. Highlight your ability to communicate clearly and resolve issues efficiently.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of IT systems, operating systems, and commonly used applications. Be ready to discuss any relevant experience you have, even if it's from personal projects or studies, as this will show your enthusiasm for the role.
✨Emphasise Teamwork and Flexibility
The job involves working as part of a team, so be sure to mention any previous experiences where you collaborated with others. Also, express your willingness to work flexible hours, including evenings and weekends, as this is a key requirement.
✨Prepare Questions About the Role
Having thoughtful questions prepared shows your interest in the position and the company. Ask about the training process, team dynamics, or how success is measured in the role. This not only demonstrates your enthusiasm but also helps you gauge if the job is the right fit for you.