Service Desk Analyst

Job Description

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 24×7)

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:

• Previous 1st Line IT support experience
• 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

Desirable Skills:

• 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.

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