Service Desk Analyst
On site
Hampshire, United Kingdom
Full Time
08-01-2025
Job Specifications
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
About the Company
With over 25 years of experience our recruiters know the industry back to front and inside out. Our success has come from their ability to be able to source not just excellent candidates but the right candidates. We are a driven and focused team with a winning formula for success based on three components; honesty, integrity and professionalism, values that are upheld by every employee. Our ethos has led to us developing many long-standing relationships with many clients and candidates alike in an ever-expanding network of ... Know more
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