Remote Service Desk Analyst — SaaS Support & Growth

Identify Solutions; South Yorkshire; On-site; GBP 25,000 - 34,000; Full time

Job summary

Identify Solutions is seeking a Service Desk Analyst to be the first point of contact for customers using the platform, delivering a professional support experience.

You'll log, investigate and resolve inquiries via phone, email and ticketing systems, keeping customers informed and escalating complex issues as needed. A career in software support within a growing SaaS business awaits.

Qualifications

• Strong customer service experience and ability to deliver a professional support experience.
• Excellent verbal and written communication skills.
• Ability to log, investigate and resolve customer inquiries using knowledge resources.

Responsibilities

• Act as 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 enquiries and incidents.
• Investigate issues and identify solutions using internal documentation and knowledge resources.
• Keep customers informed throughout the lifecycle of their enquiry.
• Resolve issues within agreed service levels where possible.
• Escalate more 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 continuously improve customer service delivery.

Skills

Customer service

Communication skills

Problem-solving

Multitasking

Independent working

Proactive attitude

Tools

Ticketing systems

Business software

Job description

Identify Solutions is seeking a Service Desk Analyst to be the first point of contact for customers using the platform, delivering a professional support experience.

You'll log, investigate and resolve inquiries via phone, email and ticketing systems, keeping customers informed and escalating complex issues as needed. A career in software support within a growing SaaS business awaits.