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# IT Service Desk Agent

- **Company:** South Western Railway
- **Location:** Southampton, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Outlook, Microsoft SharePoint, Data Logging, Office365
- **Published:** September 12, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a44830e8991e7b3d

## About the Role

* Windows OS, Office 365 applications (including Outlook), Microsoft Teams and SharePoint
 * Polite phone manner.
 * Experience in delivering customer service.
 * Strong written and verbal communication skills.
 * Analytical and problem-solving mindset, with the ability to think creatively to diagnose and troubleshoot issues.
 * Ability to manage multiple priorities, focusing on what is important, not just urgent.
 * Attention to detail and ability to provide an accurate recording of incidents, troubleshooting steps and resolutions.
 * Strong documentation skills.

## Description

The purpose of this role is to provide initial support by troubleshooting and resolving basic technical issues, logging service requests and escalating more complex issues to 2nd and 3rd line teams. This plays a key role in maintaining high performance, supporting our colleagues and ensuring a smooth positive experience for our end-users and passengers.

Your main responsibilities will be:

 * Ensure that colleague queries or issues are accurately logged and documented, including detailed descriptions, steps taken, and relevant information throughout the life of the ticket.
 * Provide initial diagnosis and support with the aim of resolving the issue or fulfilling the service request at first contact.
 * Collaborate with other colleagues in IT to escalate tickets where resolution is not possible at the Service Desk.
 * Ensure solution articles in the knowledge base are accurate, or where they don't exist, are created.
 * Ensure effective and timely communication occurs with our users and stakeholders, keeping to current and future Service Level Agreements., You will work an average of 37 hours per week, typically, office hours, Monday - Friday.