24/7 Service Desk Analyst – IT Support Pro

Bell Integration; Portsmouth; On-site; GBP 30,000 - 39,000; Full time

Job summary

Bell Integration is seeking a Service Desk Analyst to join the 24/7 Service Desk in Portsmouth. You will handle 1st line IT support across all services, triage requests, and drive timely resolutions within defined SLAs.

You will work in a fast-paced environment, liaising with users, internal teams and vendors to ensure excellent customer service and continuous service improvement. Training is provided during initial weeks.

Qualifications

• Experience in 1st line IT support roles, preferable in healthcare.
• Familiarity with ticketing systems such as ServiceNow or similar ITSM platforms.
• Ability to meet SLAs and KPIs in a busy IT service desk environment.
• Knowledge of ITIL practices and incident management workflow.
• Good communication skills and ability to work independently and in a team.

Responsibilities

• Provide first contact IT support via phone, email, chat and monitoring tools.
• Triage incidents and requests, route to appropriate resolver groups.
• Communicate updates and resolutions to users within SLA timelines.
• Coordinate with internal teams and third‑party vendors to expedite resolution.
• Monitor and manage ticket queues to ensure progress and timely updates.
• Adhere to security, data protection policies and Bell procedures.

Skills

1st line support

ITIL

Microsoft 365

Active Directory

Azure

Citrix

ITSM

SLA/KPIs

Communication

Tools

ServiceNow

Office 365

Job description

Bell Integration is seeking a Service Desk Analyst to join the 24/7 Service Desk in Portsmouth. You will handle 1st line IT support across all services, triage requests, and drive timely resolutions within defined SLAs.

You will work in a fast-paced environment, liaising with users, internal teams and vendors to ensure excellent customer service and continuous service improvement. Training is provided during initial weeks.