Service Desk Analyst

JR United Kingdom; Portsmouth; On-site; GBP 28,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Analyst for a 4-day work week. This role involves providing exceptional customer support in a dynamic IT environment, handling multi-channel contacts, and resolving technical issues efficiently. The successful candidate will thrive in a fast-paced setting, utilizing various tools to ensure service continuity and adherence to best practices. With a focus on continuous improvement, this position offers a guaranteed total annual compensation of £32,200, making it an exciting opportunity for those looking to advance their career in IT support.

Qualifications

• Strong customer service skills in a Contact Centre environment.
• Experience with ticketing systems and communication tools.

Responsibilities

• Troubleshoot and resolve IT issues, documenting solutions.
• Manage and update tickets to meet SLA targets.

Skills

Customer Service Skills

Problem-Solving Skills

Verbal Communication Skills

Written Communication Skills

ITIL Best Practices

Tools

ServiceNow

Jabber

Webex

Microsoft Teams

Outlook

Citrix

VPN

Virtual Desktop

Job description

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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.