IT Helpdesk

IT Helpdesk - Customer Service

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

Hours: 37.5 hours, Monday to Friday, shifts between 8am-5pm.

Contract: Temporary ongoing

Pay: £16.00 per hour

Start Date: ASAP

Our client is one of the UK's leading IT organisations, delivering innovative technology and software solutions to internal teams and external customers. As the first point of contact for users seeking technical assistance, you'll play a vital role in supporting a major transformation programme across the business.

What you'll be doing

You'll be central to ensuring every customer receives a high‑quality support experience. This role focuses on assisting users across a specialist project, providing guidance and resolving technical issues as they return to full operational activity.

Handling customer enquiries - responding to incoming calls, emails, and portal requests with professionalism and accuracy

Logging and managing incidents - recording all issues and service requests, ensuring information is complete and correctly categorised

Delivering excellent customer service - offering clear communication, reassurance, and timely updates throughout the support process

Following up with users - making outbound calls where required to gather information or confirm resolution

Managing your workload - prioritising tasks effectively to meet SLAs and deadlines

Working to company standards - adhering to organisational policies, procedures, and quality expectations

Essential 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.

Desirable Skills

· 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.