Service Desk Analyst

This is an excellent opportunity for individuals with experience providing IT support via a ticket-based system to join a growing organization at an exciting time. Our client, a major IT service provider, is setting up a new support function for a large customer. This role will involve using a ticketing system, making prior experience with similar systems crucial.

• 9AM - 17:30PM Hours
• On-site position in Portsmouth
• Salary of up to £28,000

Key Responsibilities:

• Use customer-provided tools to manage multi-channel communications from end users (phone, email, chat), documenting troubleshooting steps, resolving issues, or escalating to second-line support as needed to meet SLA targets.
• Perform initial incident triage, using troubleshooting skills and the Knowledge Base to determine the appropriate actions for a timely resolution.
• Manage pending tickets and ensure they are updated and resolved according to established procedures.
• Respond to feedback from ticket quality reviews.
• Adapt to different functions based on call/chat volume at any given time.

Required Experience/Skills:

• A minimum of 1 year’s experience in a 1st line IT support environment.
• Familiarity with ticketing systems, particularly ServiceNow, and communication tools such as Jabber and other chat platforms.
• Strong verbal and written communication skills, capable of explaining technical issues to both technical and non-technical audiences, including clear technical documentation.
• Highly desirable: Experience troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPNs, Webex, virtual desktops, and general end-user support.

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