Service Desk Analyst

Identify Solutions; Doncaster; On-site; 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

Service Desk Analyst

We're partnering with a growing, founder-led SaaS technology business operating within the workforce management and operations technology space.

Led by a highly successful leadership team with a track record of building and scaling technology businesses, the company is helping organisations improve workforce visibility, employee safety, attendance, onboarding and operational efficiency through a combination of software, automation and innovative workplace technology.

Their customers span a range of sectors including facilities management, healthcare, logistics, retail, manufacturing and hospitality, supporting organisations with large frontline and operational workforces.

With continued growth and an expanding customer base, they are now looking to strengthen their Service Desk team with the addition of a customer-focused Service Desk Analyst.

The Opportunity

As a Service Desk Analyst, you'll be the first point of contact for customers using the platform and will play a key role in delivering an excellent support experience. You'll help customers resolve queries, investigate issues, provide guidance and ensure they get maximum value from the technology.

This is an excellent opportunity for someone with strong customer service skills who enjoys helping people and wants to build a career within technology and software support.

What You'll Be Doing

• 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.

What We're Looking For

We're looking for someone who genuinely enjoys helping customers and takes pride in delivering a great service experience.

• Customer Service Advisor
• Customer Support Advisor
• Helpdesk Advisor
• Service Desk Analyst
• Contact Centre Advisor
• Technical Support Administrator
• Customer Experience Executive

Essential Skills

• 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.

Desirable Experience

Whilst not essential, we'd be particularly interested in people with:

• Previous customer service experience.
• Experience using business software.
• Exposure to helpdesk or ticket management systems.
• An interest in technology and software.
• Previous experience working within a support environment.

Why Apply?

• Hybrid working.
• Comprehensive training and onboarding.
• Opportunity to join a growing SaaS business.
• Supportive and collaborative team culture.
• Clear pathway into software and technology support.
• Exposure to a modern technology platform used by organisations across the UK
• £26,000 salary plus benefits