IT Service Support Officer



Day rate

£130 - £150

Job Type


Job Description

IT Service Support Officer - Gateshead

To provide high quality support within Service Level Agreement via Service Desk and IT Service Support on site in northern offices.


Main Duties and Key Accountabilities of the jobholder

  • Handle Incidents and Problems effectively from logging through to resolution, ensuring Service Desk tool is up to date and targets are met.
  • Demonstrate commitment to provide high levels of customer service.
  • Provide local IT support services on site and remotely at other offices covering hardware, network and software installation, support, maintenance and trouble shooting.
  • Build and installation of end-user IT equipment including desktops, laptops and blackberries.
  • Undertake high quality IT inductions with all new starters and capture and escalate end user training needs.
  • Build strong relationships with the local business managers and users, providing excellent customer service at all times.
  • Keep up to date with local business needs and work closely with the wider IT team to provide solutions and developments in line with IT Strategy.
  • Ensuring effective local information security.
  • Monitor local IT services and user satisfaction, highlighting and addressing issues as they arise.
  • Act as a project resource for technology upgrades.
  • Identify potential end-user IT needs and corresponding technologies of benefit to the company.
  • Effective liaison with colleagues to resolve issues and fault diagnosis and reporting.
  • Ensure that local IT assets are well managed and that asset records are up to date.
  • Receive, store and distribute IT hardware in a secure and well documented manner.
  • Liaise with suppliers where necessary.

Working Relationships and Contacts

  • All users of IT Services both internally and externally.
  • Liaising with users of IT Services to handle Incidents and Problems effectively within Service Level Targets.
  • Develop relationships on site at other offices to provide local IT support covering hardware, network and software installation, support, maintenance and trouble shooting.
  • External suppliers to effectively resolve incidents and problems with 3rd party services.

Role Requirements

Suggested Qualifications

  • ITIL Foundation
  • A+ and/or Microsoft Certified Professional
  • Microsoft Certified Desktop Technician

Experience and Job Knowledge Requirements

  • Experience of IT Service Desk and Support roles
  • Incident Handling
  • Problem diagnosis and resolution
  • Experience of supporting MS Windows 2003/2008 Server, MS Exchange 2003/2010, Outlook 2003/2010, Windows XP/7, MS Office 2003 / 2010.

Key Competencies

  • Customer care
  • Flexibility
  • Knowledge sharing
  • Problem solving
  • Team working
  • Ability to travel

Post requires clearance to Security Clearance (SC) level. This will be initiated on appointment to the post.