Service Desk Analyst

This is an excellent opportunity for individuals with experience providing IT support via a ticket-based system to join a growing organization at an exciting time.
Our client, a major IT service provider, is setting up a new support function for a large customer.
This role will involve using a ticketing system, making prior experience with similar systems crucial.

9AM - 17:30PM Hours On-site position in Portsmouth Salary of up to £28,000 Key Responsibilities: Use customer-provided tools to manage multi-channel communications from end users (phone, email, chat), documenting troubleshooting steps, resolving issues, or escalating to second-line support as needed to meet SLA targets.
Perform initial incident triage, using troubleshooting skills and the Knowledge Base to determine the appropriate actions for a timely resolution.
Manage pending tickets and ensure they are updated and resolved according to established procedures.
Respond to feedback from ticket quality reviews.
Adapt to different functions based on call/chat volume at any given time.
Required Experience/Skills: A minimum of 1 year's experience in a 1st line IT support environment.
Familiarity with ticketing systems, particularly ServiceNow, and communication tools such as Jabber and other chat platforms.
Strong verbal and written communication skills, capable of explaining technical issues to both technical and non-technical audiences, including clear technical documentation.
Highly desirable: Experience troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPNs, Webex, virtual desktops, and general end-user support.
Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy