Service Desk Analyst

Morson Group; Poole; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Company-funded healthcare plan

Life assurance

Company pension

Volunteer days

Career development

Modern office environment

Team-building and social events

Job summary

Morson Group in Poole is seeking a proactive Service Desk Analyst to join a growing technology business specialising in software solutions. You will help maintain high service standards, manage customer issues and collaborate with internal technical and project teams to continually improve service delivery.

This role is based in Poole with a minimum of 4 days per week in the office. Salary up to £35,000 per annum, with company healthcare, life assurance, pension, volunteer days and ongoing

Qualifications

• Experience in a technical customer service or IT support environment.
• Understanding of ITIL processes and working to customer SLAs.
• Strong communication skills, with the ability to explain technical information to non-technical stakeholders.
• Good knowledge of Microsoft Office, particularly Excel and Word.
• Excellent organisational skills and attention to detail.
• A proactive, analytical approach with the ability to manage competing priorities.

Responsibilities

• Manage and drive problem records through to resolution.
• Monitor service performance, system capacity and trends.
• Produce and present customer-facing service reports.
• Support customer onboarding and new project implementations.
• Work closely with technical teams and product managers to resolve issues and improve services.
• Monitor SLAs, customer actions and service quality.
• Identify opportunities for continual service improvement.

Skills

ITIL knowledge

Customer service/IT support

Communication skills

MS Office (Excel and Word)

Organisational skills

Analytical thinking

Jira

Zendesk

BI tools

Change management

Problem management

Software development environments

Tools

Jira

Zendesk

Job description

Service Desk Analyst

Location: Poole – 4 days per weekon site

Salary: Up to £35,000 per annum

We’re looking for a proactive and customer-focused Service Desk Analyst to join a growing technology business specialising in software solutions.

This is a varied role where you’ll help maintain high service standards, manage customer issues and work closely with internal technical and project teams to continually improve service delivery.

Key Responsibilities

• Manage and drive problem records through to resolution.
• Monitor service performance, system capacity and trends.
• Produce and present customer-facing service reports.
• Support customer onboarding and new project implementations.
• Work closely with technical teams and product managers to resolve issues and improve services.
• Monitor SLAs, customer actions and service quality.
• Identify opportunities for continual service improvement.

What We’re Looking For

• Experience in a technical customer service or IT support environment.
• Understanding of ITIL processes and working to customer SLAs.
• Strong communication skills, with the ability to explain technical information to non-technical stakeholders.
• Good knowledge of Microsoft Office, particularly Excel and Word.
• Excellent organisational skills and attention to detail.
• A proactive, analytical approach with the ability to manage competing priorities.

Desirable: Experience with application support, Jira, Zendesk, change/problem management, BI tools or software development environments.

What’s on Offer?

• Salary up to £35,000.
• Company-funded healthcare plan.
• Life assurance and company pension.
• 2 paid volunteer days per year.
• Career development and ongoing learning opportunities.
• Modern office environment and friendly team.
• Regular team-building and social events.

Please note: This role is based in Poole, with a minimum of 4 days per week in the office. Candidates must have long-term right to work in the UK.