Service Desk Triage & Queue Administrator

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Full Time

Crew Clothing Head Office

Competitive

March 11, 2026

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Job description

<div class="title-gr">Description</div><div class="space-s"></div><div class="bio-details" automation="jobPublicDescription" ng-if="data.job.access_mode !== 'PRIVATE'"><div>ServiceDesk Triage & Queue Administrator ( 3 Month Contract) Full-Time<div>Kingston-on-Thames</div><div> </div><div>At Crew Clothing, we believe clothes are about so much more than “just clothes”. Designed with the spirit of the south coast in every stitch, our crossed oars are a mark of timeless British style. These are clothes for life’s best moments. We believe in collaboration, kindness and creativity, in celebrating our successes and championing our customer at every step of the way. From ’93 to now, people have been at the heart of everything we do. It’s in our name – Crew.</div><div> </div><div>Purpose of the role: </div><div>Torestore and maintain control of the IT Service Desk queue by ensuring alltickets are correctly triaged, categorised, prioritised, and progressed in linewith defined ITSM standards. Thisrole acts as the operational gatekeeper for incoming demand, improving ticketquality, reducing noise, and supporting improved resolution throughput.Key Responsibilities 1. Ticket Triage & QueueManagement (Primary Focus)<ul><li>Review and triageall newly logged tickets daily</li><li>Validate correctticket type (Incident / Request / Problem / Change)</li><li>Ensure correctcategorisation (Service / Application / Business Area)</li><li>Apply appropriatepriority based on agreed guidelines</li><li>Remediate poorlylogged tickets through engagement with requestor</li><li>Ensure ticketscontain sufficient diagnostic detail before assignment</li><li>Manage andmaintain queue hygiene (aging, waiting states, duplicates)</li></ul>2. InformationGathering & Quality Control <ul><li>Proactivelycontact users to obtain:</li></ul>o   Affected service / application / business processo   Expected outcome vs actual outcomeo   Frequency (first occurrence or repeat issue)o   Exact error messages (screenshots preferred)o   Log file extracts (where possible)o   Event Viewer entrieso   Troubleshooting steps already attempted<ul><li>Ensure alltickets meet minimum information standards before assignment.</li></ul>3. Backlog &Workload Control <ul><li>Monitor ticketageing and flag tickets breaching thresholds</li><li>Identify stalledor “waiting” tickets and chase owners/users</li><li>Support backlogreduction initiatives (>30 day reviews)</li><li>Assist inidentifying repeat issues suitable for Problem Management</li></ul>4. Knowledge &Continuous Improvement<ul><li>Support creationof Knowledge Articles and “How-To” guides</li><li>Capture repeatfixes and common issues</li><li>Identify patternsand trends in demand</li><li>Feed insightsinto weekly Service reviews</li></ul>5. Major IncidentSupport (When Required)<ul><li>Support usercommunications during high-impact incidents</li><li>Maintain ticketupdates and broadcast status</li><li>Ensure impactcategorisation is accurate</li><li>Assist inpost-incident documentation capture</li></ul>Required Experience<ul><li>1–3 years ServiceDesk / Level 1 IT Support experience</li><li>Experienceworking within structured ticketing systems</li><li>Understanding of:</li></ul>o   Incident vs Request vs Problemo   Prioritisation principleso   Basic ITIL concepts<ul><li>Strong writtencommunication skills</li><li>Comfortabledealing with ambiguity and incomplete information</li><li>Confident pushingback when tickets lack detail</li></ul>Nice to Have<ul><li>Experience withManageEngine ServiceDesk Plus</li><li>Retail IT /multi-site retail operations exposure</li><li>Understanding of:</li></ul>o   POS systemso   OMS / WMS environmentso   Payment systemso   Store infrastructure Core Competencies &Ways of Working<ul><li>Structured andhighly organised</li><li>Comfortableenforcing process and standards</li><li>Detail-orientedand disciplined in documentation</li><li>Confidentchallenging incomplete or vague requests</li><li>Calm underoperational pressure</li><li>Proactive inchasing updates and clearing blockers</li><li>Able toreprioritise based on impact guidelines</li><li>Takes ownershipof overall ticket and queue health, not just assigning tickets</li></ul>LocationOn-site, 5 daysper week in the Kingston UponThames Head Office</div></div></div>

Crew Clothing