Copello have partnered with an IT and Infrastructure Services organisation in the recruitment of a Service Desk Analyst, providing 1st line hardware support within their Logistics Commodity Services Transformation Programme in Bristol.


Service Desk Analysts will be performing the following:

  • Receive, record, and resolve customer queries by telephone/via Komodo
  • Log all calls appropriately to ensure all customer interaction is recorded on the ticket
  • Provide the reference number to each individual case raised
  • Communicate all responses back to the Customer within 24 hours where possible
  • Providing assistance and initial information to callers
  • Identifying and resolving common problems
  • Documenting solutions
  • Adhering escalation/elevation processes and procedures
  • Ensuring that Incidents and Service Requests requiring further help are referred to the appropriate agency e.g., 2nd Line Systems Administrators


Ideal candidates will have:

  • SC clearance or the ability to obtain security clearance
  • Excellent verbal and written communication skills
  • The ability to work under pressure
  • The ability to prioritise workload to ensure that Operational needs are met
  • Good IT skills
  • Previous experience of working within a call centre environment would be preferred, however full training will be given


This position would also suit an IT/Computing Graduate looking to secure their first graduate role, with training provided. Likewise, those with experience could also look to develop further within this role, too.

The company offers a salary of £25,000-£30,000 per annum (DoE) plus fantastic learning and development opportunities. This role will be based on site 5 days a week initially but following successful training completion, their will be the option to work from home 1-2 days per week.

For more information or to apply please contact Ella on 07805 620 452 or email

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