Job Description
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:
1. Previous 1st Line IT support experience
2. Strong customer service skills, ideally in a Contact Centre environment
3. Experience using ticketing systems (preferably ServiceNow) and communication tools like Ja...