We have the opportunity for someone exceptional to join our out of hours IT Service desk, offering 1st line support via a range of channels. 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 job description. About You Are 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 Person Specification About the Team 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 and with over 15 years experience Norman is an established higher education IT support specialist; by the sector, for the sector The 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 - Amanda2.Frasernorthumbria.ac.uk. ABOUT US Northumbria University is a research-intensive university that unlocks potential for all. We change lives regionally, nationally, and internationally through education and research, tackling the global challenges of our age to transform society and the economy. Find out why we were named Times Higher Education's University of the Year in 2022 and Modern University of the Year in The Times and Sunday Times Good University Guide 2025. Northumbria recorded the biggest rise of any UK university for research power in the Research Excellence Framework for the second time in 2021 and is now ranked top 25 in the UK for this measure. One of the largest universities in the UK with over 37,000 students from more than 140 countries, filled with world-leading research, award-winning partnerships, and students at the heart of an outstanding experience.Discover more about us. Northumbria University is a great place to work. We empower our exceptional people to achieve shared ambitions and promote a positive work life balance. We offer a wide range of benefits including excellent pension schemes, flexible working, a generous holiday entitlement, continued commitment to your learning and development and more. Our Northumbria Values are guiding principles that define who we are, what we do and what is important to us. Our Values are: Academic Excellence;Innovation;Inclusivity;Collaboration ; and Ambition. Our Behaviours describe how we do things and how we work together at Northumbria, reflecting our culture and our decision-making. Our Behaviours are: We listen and learn, we support one another to success, we respect everyone and their contributions, we trust in ourselves and each other and we are bold. Our Values and Behaviours were co-created by colleaguesfrom a range of roles across the University, whoworked collaboratively to consider what it feels like to work for Northumbria, and where we need to continue to transform together to achieve what's important to us. Please visit Our Values and Behaviours page to find out more. We are an on-campus organisation where colleagues work regular patterns of hours and on campus, with some flexibility on the timing of their hours and the location of their work in discussion with their manager. Our campus locations include our City and Coach Lane Campuses in Newcastle upon Tyne and our London campus. Northumbria University is committed to creating an inclusive culture where we take pride in, and value, the diversity of our staff. We encourage and welcome applications from all members of the community. The University holds bronze Athena Swan and Race Equality Charter awards in recognition of our commitment to advancing gender and race equality, we are a Disability Confident Leader and are participating in the Stonewall Diversity Champion Programme. We also hold the HR Excellence in Research award for implementing the concordat supporting the career Development of Researchers and are members of the Euraxess 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. We are committed to keeping your data safe so it's important for you to know how we use any personal data you give us. For more detailed information, access our Privacy PolicyNorman Managed Servicesworks 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 sector. The Norman Service Desk is staffed by experienced IT analysts who can quickly resolve issues with a particular focus on customer care. All of our staff are recruited for both their technical ability and customer service skills.