Service
Desk Triage & Queue Administrator ( 3 Month Contract)
Full-Time
Kingston-on-Thames
At Crew Clothing, we believe clothes are about so much more than “just clothes”. Designed with the spirit of the south coast in every stitch, our crossed oars are a mark of timeless British style. These are clothes for life’s best moments.
We believe in collaboration, kindness and creativity, in celebrating our successes and championing our customer at every step of the way. From ’93 to now, people have been at the heart of everything we do. It’s in our name – Crew.
Purpose of the role:
To
restore and maintain control of the IT Service Desk queue by ensuring all
tickets are correctly triaged, categorised, prioritised, and progressed in line
with defined ITSM standards.
This
role acts as the operational gatekeeper for incoming demand, improving ticket
quality, reducing noise, and supporting improved resolution throughput.
Key Responsibilities
1. Ticket Triage & Queue
Management (Primary Focus)
* Review and triage
all newly logged tickets daily
* Validate correct
ticket type (Incident / Request / Problem / Change)
* Ensure correct
categorisation (Service / Application / Business Area)
* Apply appropriate
priority based on agreed guidelines
* Remediate poorly
logged tickets through engagement with requestor
* Ensure tickets
contain sufficient diagnostic detail before assignment
* Manage and
maintain queue hygiene (aging, waiting states, duplicates)
2. Information
Gathering & Quality Control
* Proactively
contact users to obtain:
o Affected service / application / business process
o Expected outcome vs actual outcome
o Frequency (first occurrence or repeat issue)
o Exact error messages (screenshots preferred)
o Log file extracts (where possible)
o Event Viewer entries
o Troubleshooting steps already attempted
* Ensure all
tickets meet minimum information standards before assignment.
3. Backlog &
Workload Control
* Monitor ticket
ageing and flag tickets breaching thresholds
* Identify stalled
or “waiting” tickets and chase owners/users
* Support backlog
reduction initiatives (>30 day reviews)
* Assist in
identifying repeat issues suitable for Problem Management
4. Knowledge &
Continuous Improvement
* Support creation
of Knowledge Articles and “How-To” guides
* Capture repeat
fixes and common issues
* Identify patterns
and trends in demand
* Feed insights
into weekly Service reviews
5. Major Incident
Support (When Required)
* Support user
communications during high-impact incidents
* Maintain ticket
updates and broadcast status
* Ensure impact
categorisation is accurate
* Assist in
post-incident documentation capture
Required Experience
* 1–3 years Service
Desk / Level 1 IT Support experience
* Experience
working within structured ticketing systems
* Understanding of:
o Incident vs Request vs Problem
o Prioritisation principles
o Basic ITIL concepts
* Strong written
communication skills
* Comfortable
dealing with ambiguity and incomplete information
* Confident pushing
back when tickets lack detail
Nice to Have
* Experience with
ManageEngine ServiceDesk Plus
* Retail IT /
multi-site retail operations exposure
* Understanding of:
o POS systems
o OMS / WMS environments
o Payment systems
o Store infrastructure
Core Competencies &
Ways of Working
* Structured and
highly organised
* Comfortable
enforcing process and standards
* Detail-oriented
and disciplined in documentation
* Confident
challenging incomplete or vague requests
* Calm under
operational pressure
* Proactive in
chasing updates and clearing blockers
* Able to
reprioritise based on impact guidelines
* Takes ownership
of overall ticket and queue health, not just assigning tickets
Location
On-site, 5 days
per week in the Kingston Upon
Thames Head Office