Service Desk Analyst – 4 Day Week (7am to 7pm Shifts)Location: London & PortsmouthSalary: Up to £28,000 base salary + 15% shift allowance (guaranteed total of £32,200 per year)Shift Pattern: 4 days on / 4 days off (rotating 7am-7pm | 7pm-7am to cover 24x7)Job Type: PermanentKey Responsibilities:Utilise customer-provided tools to handle multi-channel contacts from end users (phone, email, chat)Troubleshoot and resolve IT issues, documenting solutions or escalating to second-line teams as neededConduct initial incident triage using troubleshooting skills and the Knowledge BaseManage and update tickets within required timescales to meet SLA targetsMonitor system announcements, outages, and procedural updates to maintain service continuityFollow shift patterns, including designated break times, and adhere to absence/holiday request proceduresComplete mandatory training and contribute to continuous service improvement initiativesRequirements:Previous 1st Line IT support experienceStrong customer service skills, ideally in a Contact Centre environmentExperience using ticketing systems (preferably ServiceNow) and communication tools like Jabber, Webex, Microsoft TeamsFamiliarity with Outlook, Citrix, VPN, Virtual Desktop, and end-user troubleshootingStrong problem-solving skills and ability to work in a fast-paced environmentExcellent verbal and written communication skills to support technical and non-technical usersDesirable Skills:Exposure to ITIL best practicesKnowledge of remote desktop support and basic network troubleshootingPrevious experience working in a 24x7x365 shift-based IT support roleTo be considered, please ensure you complete your application on the Computappoint website.Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy.