Job Description

Location: Gateshead

Working Pattern: 9-Day Fortnight – Get a day off every two weeks!

Put People First – Deliver Outstanding IT Support

We’re looking for a friendly and professional IT Customer Service Advisor to join our Gateshead-based team. If you’re passionate about helping people, solving problems, and providing great customer service we’d love to hear from you. No IT experience required!

In this role, you’ll be the first point of contact for colleagues needing help with IT issues, supporting them over the phone, via email, and remotely. You’ll make sure their problems are resolved quickly and efficiently—keeping their day running smoothly.

As an IT Customer Service Advisor you will:

* Respond to IT support queries from staff across the organisation

* Provide clear and friendly technical guidance over the phone or via remote tools

* Support colleagues with hardware and software issues, including laptops, mobile phones, iPads, and office systems

* Track, update, and resolve tickets through our IT service management system

* Maintain and update user guides and documentation

* Work closely with IT team members and external providers to resolve issues quickly

As an IT Customer Service Advisor you will have:

* A strong customer service background

* Clear and confident communication skills

* Patience, empathy, and a desire to help others

* Good attention to detail and strong problem-solving skills

* Ability to prioritise tasks and stay calm under pressure

* A team player who enjoys working with others

What we offer you

We believe in rewarding talent and creating a workplace where everyone feels valued. Here’s what you’ll get:

* Employee Ownership – You are part of our success!

* 30 days holiday (including bank holidays) + 26 scheduled days!

* Company sick pay

* Maternity and paternity leave support

* 24/7 GP access, plus mental health, wellness, financial, and legal support

* Two paid volunteering days per year – Give back to a cause that matters to you

* Exclusive perks and discounts – More than 250 deals available

* Ongoing training and development – From apprenticeships to leadership programs

* Wellbeing, Diversity & Inclusion – Our Mosaic Committee and Mental Health First Aiders are leading the way

* Recognition and rewards – Celebrating our shining stars all year round

Our Commitment to Inclusion

We are committed to creating a workplace where everyone belongs. As an inclusive and equal-opportunity employer, we welcome applicants from all backgrounds and experiences. We believe that diversity drives innovation and excellence, and we strive to build a culture of respect, fairness, and opportunity for all.

Reasonable adjustments

Please let us know if there are any adjustments, we can make to support you during our recruitment process. We’re happy to help…

Please note: Security clearance (DBS) is required for this role