Overview
Service Desk Triage & Queue Administrator (3 Month Contract) — Full-Time
Location: 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
* 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)
* Information Gathering & Quality Control
* Proactively contact users to obtain:
* Affected service / application / business process
* Expected outcome vs actual outcome
* Frequency (first occurrence or repeat issue)
* Exact error messages (screenshots preferred)
* Log file extracts (where possible)
* Event Viewer entries
* Troubleshooting steps already attempted
* Ensure all tickets meet minimum information standards before assignment
* 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
* 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
* 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: Incident vs Request vs Problem
* Prioritisation principles
* 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: POS systems
* OMS / WMS environments
* Payment systems
* 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
Skills
IT Support
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