Service Desk Analyst

Jobtailor; Weston-super-Mare; On-site; GBP 23,000 - 29,000; Full time

Job summary

Jobtailor is seeking a proactive Support Technician to manage fault ownership, provide timely updates to customers, and log incidents in service software. The role requires prioritising issues by SLA and collaborating with engineers and customers to drive resolutions.

The position is shift-based, with 8am–6pm hours, 2 days in Western-Super-Mare office and 3 days remote. Ideal candidates are detail-oriented, confident, and good team players ready to learn.

Qualifications

• Flexible and willing to learn new tasks.
• Proficient with standard computer applications and able to learn service software.
• Attention to detail and strong interpersonal skills.
• Experience in a fault/incident logging or support role preferred.

Responsibilities

• Maintain ownership of faults and provide timely updates to customers.
• Prioritize faults to meet SLAs and service levels.
• Adjust to 2 days in office and 3 days working from home.
• Handle incoming faults by phone and email, log incidents, and liaise with engineers and customers.
• Diagnose faults and resolve or escalate as per procedures.
• Perform system administration tasks and proactive checks.

Skills

Flexible

Computer literate

Willingness to learn

Attention to detail

Excellent interpersonal skills

Problem solver

Own initiative

Confident

Team player

Prior experience in similar role

Tools

Service Software

Job description

Maintain ownership of faults and provide timely updates to both internal and external customers
Ensure faults are given the correct level of priority and meeting service level agreements
Train with our 2nd line support to expand technical knowledge
Cover 8am until 6pm Monday to Friday with flexible hours
Shift based role
Work 2 days office based in Western-Super-Mare and 3 days WFH
Dealing with incoming faults over the phone and via email
Logging incidents and faults on service software and prioritising them in line with project procedures
Liaising with customers/engineers and providing regular updates.
Maintaining ownership of faults until resolution, ensuring all faults are progressed and cleared within SLA
Diagnosing and resolving issues at first point of contact
Performing system admin duties and proactive system checks.
Undertaking training in Costain's technology products
Various administrative tasks including collating reports, managing users and passwords.

Requirements

• Flexible
• Computer Literate - additional training will be given
• Willingness to learn
• Attention to detail
• Excellent interpersonal skills
• Problem solver
• Works to own initiative
• Confident
• Team player
• Prior experience in a similar role

Core Competencies

Demonstrates strong problem-solving abilities and excellent interpersonal skills while maintaining ownership of faults and ensuring timely updates to customers. Proficient in logging incidents and performing system administration duties to meet service level agreements.

Highest-signal resume keywords

• Fault Diagnosis
• Incident Logging
• Service Level Agreement Management
• Customer Liaison
• System Administration

ATS Optimization Keywords

Hard Skills

• Incident Logging
• Fault Diagnosis
• System Administration
• Proactive System Checks

Soft Skills

• Attention to Detail
• Excellent Interpersonal Skills
• Problem Solver
• Team Player
• Willingness to Learn

Industry Keywords

• Service Level Agreement
• Technical Support
• Customer Service
• Administrative Tasks

Tools & Technologies

• Service Software