24/7 IT Service Desk Analyst

Bell Integration

Portsmouth

On-site

GBP 21,000 - 29,000

Full time

14 days+

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Job summary

Bell Integration is seeking a proactive 1st Line Support professional to join its 24/7 Service Desk in Portsmouth. The successful candidate will monitor calls, emails and alerts, perform initial triage, and route or resolve issues within SLAs.

You’ll work with cross-functional teams to ensure exceptional customer satisfaction and maintain high service standards. Based at Bell Office Portsmouth, you will be part of a dedicated team providing proactive and reactive IT support, including 12-hour

Qualifications

1st Line Support experience or similar customer-facing IT support role.
Experience delivering service within ITIL aligned environments.
Strong communication skills across technical and non-technical audiences.
Ability to work independently and as part of a team, managing tickets and priorities.

Responsibilities

Act as the first point of contact for incoming service requests via calls, emails, and alerts.
Perform initial triage and routing decisions to resolve issues or escalate within SLAs.
Monitor and chase tickets to prevent SLA breaches; coordinate with second line teams when needed.
Liaise with customers and third party suppliers to ensure timely resolution.
Adhere to service desk policies and ITIL processes; maintain clear ticket notes.