Salary: £29,000 - 29,000 per year Requirements: 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 Responsibilities: 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 Technologies: Support Windows More: We are seeking four IT Service Desk Analysts to provide first-line support within a busy, phone-based service desk environment located at Hillview House, Newtownabbey. The role focuses primarily on capturing incidents and service requests, routing them to the appropriate support teams, and delivering efficient service while adhering to defined processes and service levels. We are proud to be an inclusive employer and welcome applications from all backgrounds. Employment will be subject to passing screening requirements, including a DBS and credit history check. Our contract offers a pay rate of £14.50 per hour, with working hours from Monday to Friday, 8am-5pm. last updated 14 week of 2026