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- Tasks: Help users with IT issues via phone, email, and chat while managing tickets.
- 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 22400 - 24000 £ per year.
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, Jabber, and Microsoft Teams. Being able to demonstrate your proficiency with these tools during the interview can set you apart from other candidates.
✨Tip Number 2
Highlight your previous experience in 1st Line IT support and customer service roles. Prepare specific examples of how you've successfully resolved IT issues or improved customer satisfaction, as this will showcase your relevant skills and experience.
✨Tip Number 3
Research ITIL best practices and be ready to discuss how they apply to the role. Understanding these principles can demonstrate your commitment to continuous improvement and effective service delivery.
✨Tip Number 4
Be prepared to discuss your ability to work in a fast-paced environment and manage multiple tasks. Think of examples where you've successfully handled high-pressure situations, as this is crucial for a Service Desk Analyst role.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your previous 1st Line IT support experience and strong customer service skills. Use specific examples that demonstrate your ability to troubleshoot and resolve IT issues.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your familiarity with ticketing systems like ServiceNow. Mention your experience in a Contact Centre environment and how it has prepared you for this role.
Highlight Relevant Skills: In your application, emphasise your problem-solving skills and ability to work in a fast-paced environment. Include any exposure to ITIL best practices and knowledge of remote desktop support, as these are desirable skills for the position.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Clear and concise communication is key, especially since the role 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 know your way around ticketing systems like ServiceNow and communication tools such as Jabber and Microsoft Teams. Mention any experience you have with these tools during the interview to demonstrate your readiness for the role.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've successfully troubleshot IT issues. Highlight your thought process and the steps you took to resolve the problem, as this will showcase your analytical skills and ability to work under pressure.
✨Understand the Shift Patterns
Since the role involves a 4-day week with rotating shifts, be ready to express your flexibility and willingness to adapt to these hours. Showing that you understand and are comfortable with the shift pattern can set you apart from other candidates.
