Service Desk Support Analyst - Nights - 4 on 3 off - Remote - Thurs - Sun
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Position Overview & Specifications
We are currently looking for Out of Hours Analysts to join our Service Desk and our out of hours team. You will be working overnight between the hours of 7pm and 7am on a shift pattern of 4 days on and then 3 days off.
We are looking for individuals with a passion for providing excellent customer service with a good knowledge of IT platforms, equipment and applications
Main Purpose of role
Provide First Time Fixes for incidents wherever possible.
Accurately log incidents/ service requests, ensuring all relevant data is captured to enable quick and efficient resolution within SLA.
Keeping Customers informed on at all time on status and progress.
Adhering to Incident, Change and Problem management procedures.
Escalate potential service issues initially with Team Leader/Service Desk to avoid customer dissatisfaction.
Ensure all open tickets assigned to yourself are worked on within the time frame provided and updated to reflect the correct status.
Deliver and maintain vendor management on behalf of the customer.
Business process awareness
Drive the customer experience by executing the defined service desk process.
Highlight trends to the Service Desk Team Leader for review
Qualifications and Skills
Strong Customer Service background
Educated to GCSE level in Maths and English or equivalent.
Excellent oral and written communication skills with the ability to communicate effectively at all levels
Clear and Polite telephone manner
Rapid and accurate data entry skills
Excellent social skills with the ability to establish and maintain good/ productive relationships with colleagues and customers.
Ability to display a logical and methodical approach to problem-solving
A passion for providing exceptional customer service even during the period of stress and pressure.
Experience of working in a team
Passionate, professional, with a ‘can-do’ attitude at all times
Job Type: Full-time
Job Types: Full-time, Permanent
Salary: £20,000.00-£28,000.00 per year
Job Types: Full-time, Permanent
Salary: £20,000.00-£28,000.00 per year
Schedule:
- Night shift
Experience:
- Technical support: 1 year (preferred)
Work Location: Remote
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: Information Technology Support Services
Based on transatlantic hiring benchmarks for Service Desk Support Analyst - Nights - 4 on 3 off - Remote - Thurs - Sun roles across Managed 24/7 Ltd's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to Information Technology Support Services.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £20,000 - £28,000 bracket, including retirement vesting and health parity.
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