Are you looking for a new role where you can combine your IT technical skills with your high level of customer care? We have an exciting opportunity for a Service Desk Analyst to join an established higher education IT support specialist that provides 24/7/365 seamless customer focused service; across voice, chat and email. This role offers the perfect work/life balance with a hybrid working model. On campus training required (Newcastle city centre) then every Tuesday and Wednesday on campus, with the remaining shifts working from home (equipment is provided). You MUST live in the North East to be considered as this is a HYBRID ROLE. 3 different shift patterns available: 37 hours per week (evenings and weekends) - 3pm/4pm start for evenings shifts 16 hours per week (evening and weekends) - 3pm/4pm start for evenings shifts 27 hours per week (dayshift) - Monday - Friday Duration: 12 weeks min Start Date: ASAP Pay rate: £12.73 + holiday pay. Key Skills/ Experience: * Excellent telephone manner and customer service skills * Clear communication skills * Knowledgeable in IT (ideally with background in helpdesk/support) * Previous customer service roles (inbound/outbound) * Previous roles within the IT field General Duties and Responsibilities: The Service Desk Analyst is a member of a busy team providing out-of-hours first line support. Your main duties will include: * Providing professional support via a range of channels which could include, telephone, email, instant chat, remote support tools and service monitoring tools. * Resolving enquiries at initial point of contact including areas 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 * Ensuring the resolution of more complex enquiries by: o escalation to second line support teams o informing the Service Desk Supervisors of problems such as emerging trends or o potential major incidents o keeping the customer informed throughout the resolution process * Provide an exceptional level of customer service through clear and concise communication, demonstrating proposed solutions and next actions Benefits of working for this client: * Easily accessible location / Hybrid model of working * 43 days holiday per year (post 12 weeks in contract) * Attractive pay rate and enhanced rates on bank holidays To apply please attach your CV to this advert and one of the Blue Arrow team will be in touch.Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

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