Service desk analyst Work, Jobs in Southampton, Eng (with Salaries)

Service Desk Analyst
Bell Integration —Portsmouth
- Azure
- Microsoft Outlook
- Customer service
2nd Line Technical Analyst
Xerox —Southampton
- Full-time
- Hybrid work
- Customer service
- Windows
- Microsoft Office
5d
ICT Support Analyst HIWFRS624489
Hampshire & Isle of Wight Fire and Rescue Authority —Eastleigh
- Temporary
- Hybrid work
- Customer service
- Communication skills
9h
Technical Support Analyst
Aerial Direct —Fareham
- Customer service
- Agile
- Employee assistance programme
- Employee discount
Quick apply
OSINT Specialist
Tadaweb —Portsmouth
- Full-time
- IT

Discover related jobs

Based on your search for service desk analyst jobs.

IT Support Analyst
Freightliner —Southampton
Working within the IT Helpdesk team, the IT support analysts provide first & second line support to the business covering a wide range of products and hardware,…
11d
IT Engineer (Hybrid - Onsite / Helpdesk / Cyber Security)
HB Technology Limited —Romsey
✅ Full UK driving licence. Supporting *Cyber Essentials readiness* – patching, MFA, access controls, security improvements. ✅ Strong Microsoft 365 knowledge.
£27,000 - £30,000 a year
Quick apply
11d

I want to receive the latest job alerts for service desk analyst in southampton, eng

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Service Desk Analyst

Bell Integration -
Portsmouth

Apply Now

Job details

Qualifications

Azure
Microsoft Outlook
Customer service
ITIL
IT support
SharePoint
ServiceNow
IT
Account management
Communication skills
Active Directory
Time management
VPN

Full job description

Overview:

Responsible for:

Working within a dedicated team you will be responsible for providing 1st Line Support covering all systems and services in scope for external customers.

Based at:

Bell Office Portsmouth (Bay House) - some Hybrid flexibility with 3 days a week required in the office.

Scope:

Working for our 24/7 Service Desk you will monitor calls, emails and automated alerts, bringing them to an appropriate resolution or escalating where necessary, all under an ITIL aligned framework.

You will be responsible for carrying out first line technical support activities to provide a proactive and reactive service to achieve exceptional customer satisfaction for the clients whilst adhering to strict SLA’s.

Covering 24/7/365 – Shift patterns TBC

Responsibilities:

Service as the first point of contact performing initial triage for all IT service requests, incidents, alerts and queries via phone, email, chat or monitoring tools and making appropriate routing decisions, resolving the issues, or escalating to the second line or third line teams within the required timescales to achieve SLA targets
Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
Proactively drive and manage tickets ensuring they have been updated/resolved as per agreed procedures
Liaise with end users, internal support teams, and third-party vendors to coordinate and expedite issue resolution
Proactively monitor ticket queues to ensure progress and timely updates in accordance with SLAs and escalation procedures
Establish and maintain effective working relationships with colleagues and management
Ensure adherence to service desk policies, processes, and security protocols, including data protection and confidentiality standards
Understand and respond to feedback from ticket quality reviews
Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
Complete mandatory training designated by Bell within the required timescales
Demonstrate a commitment to continuous service improvement by actively identifying opportunities of enhancement. Ensure that both internal teams within Bell and customers have a positive experience with the Service Desk every time

Qualifications:

Essential Attributes

Self-starter and logical problem solver– able to work independently using your own initiative but also a strong dependable team player
Articulate in both verbal and written communication (to both technical and non-technical audiences)
Professional/flexible approach to work; ensuring punctuality, tidiness and diligence with the aim to provide our customers with the best possible service
Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks
Willingness to learn quickly and adaptable as the situation requires
Strong emphasis on delivering an excellent customer experience, while working under pressure
Disciplined prioritisation and time management abilities
Have the ability to work under pressure in a fast-paced environment and ensure agreed targets are met
Ability to learn new skills while following agreed operating procedures
Have a logical approach to problem solving

Experience

Previous experience working in a 1st Line IT support environment for at least 12 months – preferably supporting the hospital / healthcare industry
Previous experience working with ticketing systems such as ServiceNow or other equivalent ITSM platforms
Able to demonstrate experience delivering exceptional customer service
Experience adhering and working towards agreed SLAs and KPIs
Understanding of IT workflows and ITIL practices
Ability to work on your own initiative as well as part of a wider team

Knowledge

Working knowledge and understanding of Microsoft 365 including Outlook, Teams, OneDrive and SharePoint
Basic understanding of Active Directory, password resets and account management
Foundational knowledge of Microsoft Azure, including user and group administration in Azure Active Directory (Entra ID), conditional access awareness, and familiarity with cloud-based identity and access management
Awareness of Citrix environments, including basic connectivity troubleshooting, understanding of virtual desktop/application delivery, and user session support
Awareness of network fundamentals, including connectivity, VPNs and wireless troubleshooting
General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems

Apply Now

Refine Your Search

service desk analyst jobs in southampton, eng

Service Desk Analyst

2nd Line Technical Analyst

ICT Support Analyst HIWFRS624489

Technical Support Analyst

OSINT Specialist

Discover related jobs

I want to receive the latest job alerts for service desk analyst in southampton, eng

Explore jobs in more locations

Jobseeker tools

Employer Tools

Browse

Stay Connected