24/7 IT Service Desk Analyst — First Line Support

Bell Integration; Portsmouth; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT support company is seeking a dedicated first line technical support professional to ensure exceptional customer satisfaction by managing IT service requests and incidents. The role involves initial triage of technical issues, interacting with users and third-party vendors, and ensuring adherence to service desk policies. Ideally, candidates will have at least 12 months of experience in an IT support environment, with a strong emphasis on problem-solving and customer service skills. Shift patterns applied, in a fast-paced environment.

Qualifications

• Experience in 1st Line IT support for at least 12 months.
• Familiarity with ITIL practices and workflows.
• Ability to remain calm and efficient under pressure.

Responsibilities

• Act as the first point of contact for IT service requests and incidents.
• Perform initial triage and escalate issues as necessary.
• Proactively manage tickets and liaise with users and vendors.

Skills

Problem solving

Customer service

Verbal communication

Written communication

Time management

Adaptability

Tools

ServiceNow

Microsoft 365

Active Directory

Job description

A leading IT support company is seeking a dedicated first line technical support professional to ensure exceptional customer satisfaction by managing IT service requests and incidents. The role involves initial triage of technical issues, interacting with users and third-party vendors, and ensuring adherence to service desk policies. Ideally, candidates will have at least 12 months of experience in an IT support environment, with a strong emphasis on problem-solving and customer service skills. Shift patterns applied, in a fast-paced environment.