Oh, no!

This job listing has already expired.

Browse Active Jobs


Helpdesk Adviser

Corporate Services and Infrastructure (CSI)

Newcastle University, Newcastle upon Tyne, UK


  • Posted on: 10th Feb 2021
  • Salary: £19,133 - £21,236 per annum
  • REF: 5786
  • Closes: 24th February 2021
  • Contract Type: Fixed-Term/Contract
  • Hours: Full Time

We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.

Salary: £19,133 – £21,236 per annum

Closing Date: 24 February 2021

The Role

To provide customer focused support for all estate related queries that come through the Estate Support Service (ESS) helpdesk.

The post is full time, fixed term until 31 December 2021.

For informal enquiries please contact: Christine Cairns, Helpdesk Team Leader, Christine.cairns@ncl.ac.uk

Key Accountabilities

  • To act as the first point of contact for ESS queries including defect reporting and portering requests ensuring that all requests and queries are processed in a timely manner and all urgent jobs are escalated as appropriate to deliver a high level of customer care for both internal and external customers
  • To provide along with other members of the Helpdesk Team a high quality reception service for all visitors to ESS
  • To carry out daily processing in relation to purchasing and invoicing for all ESS goods and services in accordance with the University’s Financial Regulations ensuring that all invoices are paid in a timely manner
  • To respond to queries relating to staff and visitor car parking and issuing parking permits as required capturing the relevant data into various software systems
  • To administer the ESS contractor login system and escalate any issues to relevant Project Managers
  • To contribute to the review, development and implementation of new/replacement systems and procedures within the helpdesk function ensuring that these systems meet the needs of staff and customers and continually improve efficiency
  • To routinely provide ESS staff with information from the various systems within ESS including SAP and relevant facilities management systems
  • To administer the ESS customer feedback system ensuring that all complaints and compliments are passed to the relevant managers and are dealt with within agreed timescales, preparing regular reports for senior management on the number of complaints etc. and timeliness of replies and any remedial action taken
  • To provide customers with up to date information on the status of any defect reports they may have raised and to send out information with regard to ESS activities across campus, works in progress, closure of car parks etc. using a variety of communication methods
  • To be responsible for ordering office supplies ensuring that the office and reception are stocked with necessary office supplies and that any problems with office equipment are reported as necessary
  • To carry out any other duties as may be required which are commensurate with the post

The Person (Essential)

Knowledge, Skills and Experience

  • Excellent interpersonal and communication skills
  • Ability to deal diplomatically and calmly with difficult situations
  • A high level of attention to detail
  • Experience of working in a similar customer focused environment
  • Experience of gathering and collating information
  • Experience of maintaining databases and working with finance systems
  • Experience of working with SAP (Desirable)
  • Experience of working within a large complex organisation (Desirable)

Attributes and Behaviour

  • Clear and concise; gets the message across to others
  • Is thorough in checking information
  • Uses initiative to sort things out
  • Keeps an open mind to alternative ways of doing things


  • Academic of vocational qualification to GCSE (A-C) / NVQ Level 2 standard maths & English
  • Up to date and comprehensive knowledge of Microsoft Office packages
  • Knowledge of building and engineering terminology (Desirable)

Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society. We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.

Requisition ID: 5786

Employer Achievements:

company award