Service Desk Analyst

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

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.

You'll likely have experience in:

• Customer Service Advisor


• Customer Support Advisor


• Helpdesk Advisor


• Service Desk Analyst


• Technical Support Administrator


• Customer Experience Executive


• Excellent verbal and written communication skills.


• 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.

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

• 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?

• 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