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- Tasks: Help users with IT issues via phone, email, and chat while documenting solutions.
- Company: Join a dynamic team at Computappoint, a leader in IT support services.
- Benefits: Enjoy a 4-day work week, competitive salary, and shift allowances.
- Why this job: Be part of a fast-paced environment that values problem-solving and customer service.
- Qualifications: Previous 1st Line IT support experience and strong communication skills required.
- Other info: Work in a rotating shift pattern covering 24/7 support.
The predicted salary is between 22800 - 33600 £ per year.
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 24x7)
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.
Service Desk Analyst employer: Computappoint
Contact Detail:
Computappoint Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the tools and technologies mentioned in the job description, such as ServiceNow and communication platforms like Microsoft Teams. Being able to demonstrate your knowledge of these tools during the interview can set you apart from other candidates.
✨Tip Number 2
Highlight your previous experience in 1st Line IT support, especially if you've worked in a contact centre environment. Be ready to share specific examples of how you've successfully resolved IT issues and provided excellent customer service.
✨Tip Number 3
Prepare for questions related to problem-solving and troubleshooting. Think of scenarios where you had to think on your feet and resolve issues quickly, as this role requires working in a fast-paced environment.
✨Tip Number 4
Since the role involves shift work, be ready to discuss your flexibility and willingness to work varied hours. Showing that you're adaptable and can handle the demands of a 24x7 support role will make you a more attractive candidate.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 1st Line IT support and customer service. Use keywords from the job description, such as 'ticketing systems', 'troubleshooting', and 'communication tools' to catch the employer's attention.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the key responsibilities and requirements listed in the job description. Mention your previous experience in a Contact Centre environment and how it has prepared you for this role.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully resolved IT issues in the past. Highlight your ability to work under pressure and your familiarity with tools like ServiceNow and Microsoft Teams.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Clear and professional communication is crucial, especially for a role that requires excellent verbal and written skills.
How to prepare for a job interview at Computappoint
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, strong customer service skills are crucial. Be prepared to share examples of how you've effectively handled customer queries or resolved issues in previous roles, especially in a contact centre environment.
✨Familiarise Yourself with Relevant Tools
Make sure you have a good understanding of the tools mentioned in the job description, such as ticketing systems like ServiceNow and communication platforms like Microsoft Teams. Being able to discuss your experience with these tools will demonstrate your readiness for the role.
✨Prepare for Technical Questions
Expect to be asked about troubleshooting techniques and problem-solving scenarios. Brush up on your knowledge of common IT issues and how to resolve them, as well as your familiarity with systems like Citrix and VPNs.
✨Understand Shift Patterns and Flexibility
Since this role involves a 24x7 shift pattern, be ready to discuss your availability and willingness to work varied hours. Highlight any previous experience in shift-based roles to show that you can adapt to this schedule.
