Service Desk Analyst

Computappoint; Portsmouth; On-site; GBP 28,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Service Desk Analysten für einen 4-Tage-Arbeitswoche, um einen erstklassigen Kundenservice zu bieten. Diese Rolle umfasst die Bearbeitung von Anfragen über verschiedene Kanäle, die Lösung von IT-Problemen und die Zusammenarbeit mit verschiedenen Teams, um einen reibungslosen Betrieb zu gewährleisten. Wenn Sie eine Leidenschaft für Technologie und Kundenservice haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie. Nutzen Sie die Chance, Teil eines engagierten Teams zu werden, das kontinuierlich nach Verbesserungen strebt und hervorragende Unterstützung bietet.

Qualifications

• Starke Kundenservicefähigkeiten, idealerweise in einem Contact Center.
• Erfahrung mit Ticketing-Systemen und Kommunikationstools.

Responsibilities

• Bearbeitung von Multi-Channel-Kontakten von Endbenutzern.
• Troubleshooting und Dokumentation von IT-Problemen.

Skills

Kundenservice

Ticketing-Systeme (ServiceNow)

Kommunikationstools (Jabber, Webex, Microsoft Teams)

Problem-Lösungsfähigkeiten

ITIL-Best Practices

Remote Desktop Support

Netzwerkfehlerbehebung

Tools

Outlook

Citrix

VPN

Virtueller Desktop

Job description

Direct message the job poster from Computappoint

Service Desk Analyst – 4 Day Week (7am to 7pm Shifts)

Location: London & Portsmouth

Salary: Up to £28,000 base salary + 15% shift allowance (guaranteed total of £32,200 per year)

Shift Pattern: 4 days on / 4 days off (rotating 7am-7pm | 7pm-7am to cover 24x7)

Job Type: Permanent

Key Responsibilities:

• Utilise customer-provided tools to handle multi-channel contacts from end users (phone, email, chat)
• Troubleshoot and resolve IT issues, documenting solutions or escalating to second-line teams as needed
• Conduct initial incident triage using troubleshooting skills and the Knowledge Base
• Manage and update tickets within required timescales to meet SLA targets
• Monitor system announcements, outages, and procedural updates to maintain service continuity
• Follow shift patterns, including designated break times, and adhere to absence/holiday request procedures
• Complete mandatory training and contribute to continuous service improvement initiatives

Requirements:

• Strong customer service skills, ideally in a Contact Centre environment
• Experience using ticketing systems (preferably ServiceNow) and communication tools like Jabber, Webex, Microsoft Teams
• Familiarity with Outlook, Citrix, VPN, Virtual Desktop, and end-user troubleshooting
• Strong problem-solving skills and ability to work in a fast-paced environment
• Excellent verbal and written communication skills to support technical and non-technical users
• Exposure to ITIL best practices
• Knowledge of remote desktop support and basic network troubleshooting
• Previous experience working in a 24x7x365 shift-based IT support role

To be considered, please ensure you complete your application on the Computappoint website.

Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative, Customer Service, and Information Technology

• Industries

  Information Services

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