Job Description

IT Helpdesk - Customer Service

Location: Hillview House, 61 Church Road, Newtownabbey, BT36 7LQ

Hours: Monday to Friday, 8am-5pm.

Contract: Temporary ongoing

Pay: 14.50 per hour, effective from April 2026

Start Date: 05/05/2026

We are seeking four IT Service Desk Analysts to provide first-line support within a busy, phone-based service desk environment. The role focuses primarily on "log and refer" activity, capturing incidents and service requests, and routing them to the appropriate support teams. You will act as the first point of contact for users, delivering a professional and efficient service while adhering to defined processes and service levels.

Act as the initial point of contact for all incoming phone-based IT queries and issues.

Log incidents and service requests accurately into the service management system.

Perform initial triage and refer tickets to the correct group to resolve.

Provide clear, concise communication to users regarding next steps and expected timeframes.

Escalate priority incidents promptly in line with escalation procedures.

Work collaboratively with internal IT teams to support effective incident resolution.

Previous experience in an IT Service Desk or customer support role (phone-based preferred).

Strong communication skills with the ability to interact confidently with users at all levels.

Competent in logging and tracking issues in a ticketing system.

Ability to follow processes accurately and work within structured service environments.

Reliable, organised, and able to manage workload during defined shift hours.

Must successfully complete an Access NI Basic check prior to starting.

Using IT service management tools , not essential.

Ideally a knowledge or passion for IT in general.

Awareness of typical corporate IT systems (Windows, MS Office, basic networking, etc.).

Employment will be subject to passing screening requirements, including a DBS and credit history check, clear of sanctions. Proof of address and passed referencing requested.

We are proud to be an inclusive employer. We welcome applications from all backgrounds and communities, and we are committed to building a team that reflects the diversity of our society.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.