Senior Service Desk Advisor

  • Newcastle
  • Permanent
  • £26-28k

Senior Service Desk Advisor

Salary: £26-28k

Our client are on the lookout for a Senior Service Desk Advisor to join their established service desk team, to play a key part of their Service Delivery function. You will work closely with 2 other Senior advisors to share line management responsibilities for 7 advisors.

What will you be doing:

  • You will provide outstanding customer service and technical support to colleagues, ensuring any incidents, problems and requests are managed effectively in line with agreed SLAs.
  • You will proactively monitor Service Desk demand to ensure the appropriate level of resourcing is in place.
  • Proactively build and maintain relationships with colleagues, working as one team.
  • Drive and coordinate incident root cause analysis, with the aim of minimising the impact to operational and enabling services, through the prompt restoration of service.
  • Perform quality assurance checks ensuring records in the ITSM tool are created, managed and resolved to the required standard.
  • Manage and improve the knowledge base and documentation in a proactive manner and work with colleagues to empower the Service Desk to improve the first line fix.

What will you need:

  • A demonstrable passion for customer service with a “can do” attitude.
  • Excellent communication skills and the ability to build and maintain effective relationships.
  • Experience working in a service oriented environment, with an awareness and exposure to ITIL Service Management practices (ITIL Foundation v4 training will be provided).
  • Team leader/management experience in developing, wellbeing and performance.
  • Experience of supporting software and hardware issues.
  • Being able to assess and prioritise workload.


  • Monday to Friday role (with shifts generally between 7am and 5pm)
  • 23 days annual leave (excluding bank holidays) increasing to 28 days after 5 years of service.
  • Very competitive pension scheme
  • Discounts on shopping and eating out
  • Childcare vouchers