IT Service Desk Analyst

Cathcart Technology; United Kingdom; Hybrid; GBP 24,000 - 27,000; Full time

Job summary

A leading tech company in the UK is seeking a Technical Support Specialist to join their team. In this role, you will provide customer support for their SaaS application, troubleshoot issues, and assist in client training. The position offers a hybrid working environment with a salary range of GBP24,000-GBP27,000, benefits including 25 days holiday, and opportunities for career progression.

Benefits

25 days holiday, rising to 30 with service

Health, life assurance, and pension

Quarterly events and team socials

Qualifications

• Eager to develop skills and take on new challenges.
• Able to communicate technical issues in plain language.
• Collaborative and calm under pressure.

Responsibilities

• Provide technical support via phone and email.
• Resolve issues on the same day where possible.
• Conduct training sessions and mentor new starters.

Skills

Interest in technology

Problem solving

Clear communication

Collaboration

Initiative

Education

IT or Computing degree

Tools

SaaS applications

Job description

The Company

This company has been helping organisations work smarter for over 15 years, developing a cloud based software solution that streamlines business operations and improves efficiency. From its early days as a small start up, it has grown steadily, establishing a reputation for innovation, reliability, and exceptional service. Today, it supports a diverse range of clients across the UK, continuously evolving its software to meet changing business needs.

The product itself is highly specialised, while it's used widely, the team has kept the company agile, constantly looking for new ways to improve workflows, automate processes, and deliver real value to customers. Employees are encouraged to contribute ideas, try new approaches, and develop processes that make the company and its clients more successful.

The Role

As part of the support team, you\'ll be the first person customers turn to when they need technical help. You\'ll manage queries by phone and email, resolve most issues on the same day, and where necessary, log in remotely to guide clients through fixes.

Because you\'ll have direct client contact, you\'ll quickly see the impact of your work. From software support through to hardware and network troubleshooting, you\'ll gain exposure across both the company\'s own SaaS application and its internal systems. Over time, you\'ll also have the chance to contribute ideas to improve internal processes, run client training sessions, and mentor new starters, making this a role that develops as you do.

About You

You\'ll have a strong interest in technology and problem solving, and a natural curiosity that drives you to learn and take on new challenges. Success in this role comes from being eager to develop your skills, ask questions, and explore how systems work, you\'ll be supported every step of the way, but your enthusiasm and initiative will make all the difference.

Clear and confident communication is essential, both when helping clients and when working with colleagues. You should be comfortable guiding users through processes, explaining technical issues in plain language, and running informal training or demonstrations as needed.

Being a good cultural fit is just as important as technical ability. You\'ll thrive if you are collaborative, can stay calm under pressure, and know how to prioritise tasks effectively. Personality counts, the team values people who bring energy, character, and a positive attitude to the workplace.

This role could suit:

• Someone with IT helpdesk or service desk experience looking to broaden their skills.
• An IT or Computing graduate who is motivated to launch a career in technical support and wants hands on experience with both internal systems and a specialist SaaS application.

A full UK driving licence is desirable, as occasional client site visits may be part of the role in future.

Package & Benefits

This role offers a supportive and flexible working environment with hybrid working (three days in the York office) and a modern office space with on site parking, socials, and the occasional pizza Thursday. The salary range is GBP24,000-GBP27,000, and you\'ll benefit from structured training and development opportunities to grow your career. Additional benefits include:

• 25 days holiday, rising to 30 with service, plus bank holidays.
• Health, life assurance, and pension.
• Regular salary reviews and clear progression opportunities.
• A sociable culture with quarterly events, table tennis, pool in the office, and team socials.

Why Apply?

This is a role where you\'ll be solving problems, building relationships, and contributing to the success of a growing software business. With full training, genuine career opportunities, and a positive working culture, it\'s the perfect move if you want to combine your technical knowledge with customer facing skills in a role that makes a difference every day.

If this sounds interesting please apply or reach out to Murray Simpson.