Service Desk Analyst

This role is an excellent opportunity for anyone with experience in providing IT Support on a ticket based system to join a growing organisation at an exciting time. Our client, a large IT Service Provider, are setting up a new support function for a large customer of theirs which will involve a ticket based reporting system which is why previous experience with a similar system will be vital to this role. As this is a 24/7 support function, shifts will be split between day shift, late shift, and night shift so you will be required to work some late/night shifts. 5 days on-site Portsmouth £26,000 base with 15% bonus when required to cover late and night shifts. Responsibilities: Utilise customer provided tools to handle multi-channel contacts from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures Understand and respond to feedback from ticket quality reviews Simultaneously switch between functions according to call/chat volume at the time Experience/Skills Required: Previous experience working in a 1st Line IT support environment Experience working with ticketing systems, in particular ServiceNow, and communications solutions such as Jabber and other Chat software Excellent verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation. Highly desirable - Exposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy