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