Service Desk Specialist: IT Support & Troubleshooting

Thebes IT Solutions Ltd; City of Westminster; On-site; GBP 25,000 - 35,000; Full time

Job summary

Thebes IT Solutions Ltd is seeking a Service Desk Analyst in Westminster to deliver first-line IT support for hardware, software, and network issues. You will log incidents, provide solutions, and coordinate with 2nd/3rd line teams to resolve problems within SLA.

Ideal candidates have Windows 7/10, Office proficiency, ITSM tool experience (ServiceNow or Cherwell) and ITIL Foundation certification.

Qualifications

• High level of customer service with a focus on timely resolution.
• Experience supporting Windows 7 and Windows 10 environments.
• Proficiency with Microsoft Office Suite.
• Familiar with ITSM tools such as ServiceNow or Cherwell.
• ITIL Foundation certification is desirable.

Responsibilities

• Troubleshooting and logging IT issues reported to the Service Desk.
• Provide solutions and workarounds meeting customer expectations.
• Offer first-line technical support and liaise with 2nd/3rd line teams to resolve complex issues.
• Provide first-line telephone support for IT and facilities requests, ensuring SLA adherence.
• Monitor queues and emails, update tickets, and communicate resolutions to users.
• Own updates and resolutions and keep end users informed.

Skills

Customer service

Windows 7/10

Microsoft Office Suite

ITSM tools (ServiceNow or Cherwell)

ITIL Foundation

Tools

ServiceNow

Cherwell

Job description

Thebes IT Solutions Ltd is seeking a Service Desk Analyst in Westminster to deliver first-line IT support for hardware, software, and network issues. You will log incidents, provide solutions, and coordinate with 2nd/3rd line teams to resolve problems within SLA.

Ideal candidates have Windows 7/10, Office proficiency, ITSM tool experience (ServiceNow or Cherwell) and ITIL Foundation certification.