Remote Service Desk Analyst: Path to Software Support

Identify Solutions; Doncaster; Remote; GBP 22,000 - 28,000; Full time

Job summary

Identify Solutions in the United Kingdom is expanding its Service Desk team and seeks a Service Desk Analyst who will be the first point of contact for customers via phone, email and ticketing systems. You will deliver a friendly, professional support experience and help customers resolve queries, investigate issues and maximise value from the platform.

Ideal candidates have strong customer service skills, enjoy helping people and want to build a career in technology and software support.

Qualifications

• Experience in customer service or helpdesk roles.
• Strong verbal and written communication skills.
• Willingness to learn and adapt in a tech environment.

Responsibilities

• Be the first point of contact for customers via phone, email and ticketing systems.
• Deliver a professional, friendly and efficient customer experience.
• Log, prioritise and manage customer inquiries and incidents.
• Investigate issues using internal documentation and knowledge resources.
• Keep customers informed throughout the lifecycle of their enquiry.
• Resolve issues wherever possible within agreed service levels.
• Escalate complex incidents to specialist teams with clear information.
• Maintain detailed records of customer interactions and resolutions.
• Contribute to internal knowledge articles and support documentation.
• Collaborate with colleagues to improve customer service delivery.

Skills

Excellent verbal and written comms

Customer service mindset

Problem-solving abilities

Work independently remotely

Multitasking

Tools

Ticketing systems

Business software

Job description

Identify Solutions in the United Kingdom is expanding its Service Desk team and seeks a Service Desk Analyst who will be the first point of contact for customers via phone, email and ticketing systems. You will deliver a friendly, professional support experience and help customers resolve queries, investigate issues and maximise value from the platform.

Ideal candidates have strong customer service skills, enjoy helping people and want to build a career in technology and software support.