Help Desk Analyst

JR United Kingdom; Newcastle upon Tyne; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology company in Newcastle is seeking a Help Desk Analyst to join their dynamic customer support team. The role is focused on providing exceptional customer service through technical expertise in SaaS solutions, ensuring the highest levels of customer satisfaction. Ideal candidates will possess strong communication skills and a methodical approach to problem-solving, with a willingness to develop in a fast-paced environment.

Qualifications

• Experience in a customer-facing role (mandatory).
• Experience with SaaS solutions (preferred but not mandatory).
• Experience with CRM & ERP systems, specifically Client and SAP (preferred).

Responsibilities

• Become a technical expert of the SaaS platform.
• Handle incoming customer requests and manage cases end-to-end.
• Recognise patterns for recurring issues to achieve quick resolutions.

Skills

Customer Support

Technical Skills

Communication

Time Management

Job description

Social network you want to login/join with:

Help Desk Analyst, newcastle-upon-tyne, tyne and wear

col-narrow-left

Client:

eTeam

Location:

newcastle-upon-tyne, tyne and wear, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Views:

1

Posted:

04.06.2025

Expiry Date:

19.07.2025

col-wide

Job Description:

Duration: 12 Months

French Native

What you’ll be doing...

Full-time role in client Connect EMEA Customer Support department, being obsessed to deliver the best customer experience and service level in a fast-growing and dynamic environment. You will be assisting customers on a daily basis through troubleshooting issues, related to hardware or installations as well as our mobile/web platforms and keep customers updated via phone & email of progress.

Essential job functions:

● Become a technical expert of our SaaS platform and develop a deep understanding of the fleet management space;

● Serve as Technical Customer Support professional dealing with technical matters related to SaaS (Software as a Service) fleet management products and solutions;

● Handle incoming customer requests, both from external and internal calls & emails by raising and managing cases with end-to-end accountability; this includes but is not limited to investigating & troubleshooting, analyzing, finding resolution, validating, escalating and communicating with related stakeholders;

● Actively work with other departments of client Connect organization as well as deal with customers and vendors on a daily basis;

● Recognise the patterns for recurring issues and take necessary actions to achieve fastest possible resolution and assure the highest customer satisfaction level;

What we’re looking for...

The ideal candidate is a Customer Support professional with good technical skills and a clear understanding of what drives customer satisfaction.

Technical professional we are looking for should have well developed skills listed below:

● Experience in a customer-facing role (mandatory)

● Experience with SaaS (Software as a Service) solutions is a plus (not mandatory)

● Experience with CRM & ERP systems - Client and SAP would be preferred (not mandatory)

● Strong communication and listening skills;

● Well-developed time management and prioritization skills;

● Structured “can-do” approach to open matters and tasks in a demanding environment;

● Methodical and conscientious documentation skills;

● Willingness to develop while identifying opportunities over self-reflection.