Help Desk Analyst

JR United Kingdom; Portsmouth; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in Portsmouth seeks a Help Desk Analyst for a full-time role in their Customer Support department. You will deliver excellent service while assisting customers with troubleshooting hardware and software issues, ensuring high satisfaction levels. Ideal candidates should possess technical proficiency, strong communication skills, and a proactive approach to customer service.

Qualifications

• Experience in customer-facing roles is mandatory.
• Experience with SaaS solutions is a plus.
• Strong communication and listening skills are essential.

Responsibilities

• Become a technical expert on our SaaS platform.
• Handle customer requests, managing cases end-to-end.
• Identify recurring issues and resolve them quickly.

Skills

Technical customer support

Strong communication skills

Good time management

Willingness to learn

Tools

CRM systems

ERP systems

Job description

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Help Desk Analyst, Portsmouth, Hampshire

Client: eTeam

Location: Portsmouth, Hampshire, United Kingdom

Job Category: Other

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EU work permit required:

Yes

Job Views:

2

Posted:

04.06.2025

Expiry Date:

19.07.2025

Job Description:

Duration: 12 Months

French Native

What you’ll be doing...

Full-time role in the client Connect EMEA Customer Support department, focused on delivering excellent customer experience and service in a fast-growing environment. You will assist customers daily with troubleshooting hardware, installations, and our mobile/web platforms, providing updates via phone and email.

Essential job functions:

• Become a technical expert on our SaaS platform and understand fleet management deeply;
• Serve as a Technical Customer Support professional for SaaS fleet management products and solutions;
• Handle customer requests from external and internal calls and emails, managing cases end-to-end, including troubleshooting, analysis, resolution, escalation, and stakeholder communication;
• Collaborate with other departments and interact with customers and vendors regularly;
• Identify recurring issues, take actions to resolve them quickly, and ensure high customer satisfaction.

What we’re looking for...

The ideal candidate is a customer support professional with good technical skills and a focus on customer satisfaction. Skills include:

• Experience in a customer-facing role (mandatory);
• SaaS solutions experience (a plus);
• Experience with CRM & ERP systems like Client and SAP (preferred);
• Strong communication and listening skills;
• Good time management and prioritization;
• A structured, proactive approach to tasks;
• Methodical documentation skills;
• Willingness to learn and grow professionally.