Service Desk Analyst

R13 Recruitment are supporting an innovative and growing technology organisation in their search for a Service Desk Analyst to join their client support team.

This is an excellent opportunity for someone looking to develop their career within software and technology support, joining a collaborative environment where customer service and problem-solving are at the heart of everything they do. Supporting a specialist software platform, you will play a key role in delivering a high-quality experience to clients while developing valuable technical and client-servicing skills.

Full-time, Monday to Friday hours with hybrid working available. Salary offered is circa. £26,000. Full product training will be provided, making this a fantastic opportunity for someone who is passionate about technology and customer support and wants to build a long-term career within a growing IT business.

The Company

This forward-thinking technology business develops and delivers specialist software solutions to their clients. With a strong focus on innovation, collaboration and client success, they offer excellent long-term development opportunities within a supportive and people-focused working environment.

Benefits

• Hybrid working opportunities

• Pension scheme

• Ongoing training and development

• Clear career progression opportunities

• Supportive and collaborative team environment

• Exposure to cutting-edge technologies and projects The Day to Day

• Providing first-line remote support to software users and clients.

• Logging and managing incidents and service requests via the ticketing system.

• Investigating and troubleshooting technical issues using internal and external resources.

• Prioritising support tickets based on urgency and impact.

• Escalating more complex issues to specialist teams where required.

• Maintaining accurate documentation and updating records clearly and consistently.

• Providing timely updates to clients and internal stakeholders.

• Supporting user onboarding/offboarding and access management processes.

• Assisting with password resets, account amendments and user administration.

• Contributing to knowledge base documentation and process improvements.

• Ensuring compliance with internal security and operational procedures.

You Will Have / Be

• Previous experience within a customer service, service desk or helpdesk position.

• Excellent communication skills, both written and verbal.

• Strong customer service and relationship-building abilities.

• Good IT literacy, including Office 365.

• Strong organisational skills and attention to detail.

• Ability to prioritise workload and manage multiple tasks effectively.

• A proactive and positive approach to problem-solving.

• Comfortable working in a fast-paced and evolving environment.

How to Apply

To hear more details about this fantastic opportunity, please email your CV to Rebecca Headden - Business Partner at R13 Recruitment. If you do not hear from us within 5 working days upon initial submission of your CV, please assume you have been unsuccessful on this occasion.