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Job title:
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Service Desk Analyst
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Reporting to:
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Service Desk Team Lead
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Responsible for:
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Working within a dedicated team you will be responsible for providing 1st Line Support covering all systems and services in scope for external customers.
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Number of openings:
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3 positions available
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Start Date:
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Start of January 2026
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Based at:
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Bell Office Portsmouth (Bay House)
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Scope:
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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.
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Role Profile
Purpose
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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.
Monday – Friday 09:00 – 18:00 whilst in training.
Core shifts -
Shift 1 – 07:00 – 16:00
Shift 2 – 10:00 – 19:00
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Role
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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
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Person Specification
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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
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General
- Ensure compliance with Bell’s data protection and information security policies.
- Be aware at all times of diversity and inclusion and acting in line with Bell’s core values.
- Foster and promote continuous improvement in systems and processes.
- This role profile is not designed to be a comprehensive listing of all activities, responsibilities and tasks associated with the role; therefore, these may change from time to time.
Diversity, Equality & Inclusion
We are committed to building a workplace where everyone belongs.
Inclusion is core to who we are and how we work. We welcome people of all backgrounds, identities, and experiences, and we actively foster an environment where every voice is heard, valued, and empowered. We believe that diverse teams drive innovation and better outcomes for our people, our customers, and our communities.
Privacy
Protecting your privacy and the security of your data is a longstanding top priority for Bell Integration. Please consult our Privacy Notice (click here) to know more about how we collect, use and transfer the personal data of our candidates.