Hybrid SaaS Service Desk Analyst — Customer Support

Identify Solutions; Doncaster; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Training & onboarding

Career progression

Collaborative culture

Growth opportunities

Job summary

Identify Solutions in the United Kingdom is seeking a Service Desk Analyst to be the first point of contact for customers and help them maximise value from our SaaS platform. You will resolve queries, investigate issues, and guide users through solutions in a hybrid working setup.

The role focuses on delivering a professional support experience, with opportunities to grow within technology and software support in a collaborative team.

Qualifications

• Excellent verbal and written communication skills.
• Strong customer service mindset.
• Positive and professional approach.
• Good problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and prioritise workload.
• Confidence using technology and learning new systems.
• Proactive attitude with a willingness to take ownership.
• Ability to work independently in a remote environment whilst contributing effectively to a team.

Responsibilities

• Acting as the first point of contact for customers via phone, email and ticketing systems.
• Delivering a professional, friendly and efficient customer experience.
• Logging, prioritising and managing customer enquiries and incidents.
• Investigating issues and identifying solutions using internal documentation and knowledge resources.
• Keeping customers informed throughout the lifecycle of their enquiry.
• Resolving issues wherever possible within agreed service levels.
• Escalating more complex incidents to specialist teams with clear and accurate information.
• Maintaining detailed records of customer interactions and resolutions.
• Contributing to internal knowledge articles and support documentation.
• Working collaboratively with colleagues to continuously improve customer service delivery.

Skills

Communication

Customer service

Problem solving

Multitasking

Tech savviness

Remote work

Job description

Identify Solutions in the United Kingdom is seeking a Service Desk Analyst to be the first point of contact for customers and help them maximise value from our SaaS platform. You will resolve queries, investigate issues, and guide users through solutions in a hybrid working setup.

The role focuses on delivering a professional support experience, with opportunities to grow within technology and software support in a collaborative team.