Contract: A number of fixed-term positions are available, with a range of contract lengths to suit different circumstances. We are particularly keen to hear from applicants interested in short-term, two-month roles from late August to October, supporting the start-of-term period. Longer fixed-term contracts of at least six months are also available. Both full-time and part-time opportunities are offered, with daytime, evening and weekend working patterns. Please state in your application your preferred contract length and working hours.

Location: Northumbria University City Campus - Hybrid working

The Role in a Nutshell

Norman Managed Services is the higher education sector’s largest IT shared service, supporting universities across the UK and beyond. We are growing, evolving, and rethinking how digital support works in a university environment. Our Service Desk sits right at the centre, helping students and staff stay connected to the systems that power learning, teaching, and research.

As a Service Desk analyst, you will support customers from multiple universities across chat, voice, and email channels. One moment you might be helping a student get back into a learning platform before a deadline, the next you could be supporting staff with tools that keep lectures, research, and services running smoothly.

This is a role for people who enjoy variety, problem solving, and working with others. You will be part of a modern digital service where skilled people, clear processes, and smart technology work side by side to deliver support that customers value.

What Makes This Role Different

You will not be working alone or expected to know everything.

You will be supported by:

• A fantastic team of Service Desk analysts who genuinely help each other

• Experienced team leaders who are visible, approachable, and supportive

• A comprehensive knowledgebase and well-defined processes

• Modern digital tools, including our sector leading virtual assistant

Our virtual assistant, available through both voice and chat, can resolve many routine queries. However, people remain central to our service, and customers with complex questions or those who simply prefer speaking to a person can always reach a member of our team. For you, this means clearer context, fewer repetitive tasks, and more time for meaningful support and problem solving.

This is a service built around people, backed by technology that makes your job more satisfying.

What you will do on a typical shift

Your shifts will be varied, busy, and rewarding.

You will:

• Be a point of contact for students and staff across multiple universities mainly in the in the UK

• Provide IT support through chat, voice, and email

• Log and manage incidents and service requests accurately and consistently

• Troubleshoot issues using documented solutions and diagnostic steps

• Resolve problems at first contact wherever possible

• Escalate issues clearly and effectively when needed

• Work closely with colleagues to deliver a smooth, joined up service

• Deliver a friendly, professional experience in every interaction

About You

We are looking for people who care about service and enjoy working with others.

You might already have service desk experience, or you may be coming from a strong customer service background. Either way, you will bring:

• A genuine desire to help people

• Clear, calm communication skills

• Confidence using a range of communication channels, including chat, phone, and email

• The ability to follow processes while still thinking flexibly

• Curiosity about technology and a willingness to learn

• The ability to stay organised in a busy environment

• A positive attitude toward feedback and a desire to continuously improve

• Availability to work evenings and weekends as part of a structured rota once trained

Full training and ongoing support are provided.

Why You will enjoy working here

• A welcoming, inclusive team culture

• Strong peer support and approachable leadership

• Structured onboarding and continuous development

• Flexible working arrangements after training

• Exposure to a wide range of systems and technologies

• The opportunity to support multiple universities and make a real difference