Service Desk Analyst

Morson Edge (Technology); Poole; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Company-funded healthcare plan

Life assurance

Company pension

Career development and learning

Modern office environment

Team-building and social events

Job summary

Morson Edge (Technology) in Poole is seeking a proactive Service Desk Analyst to join a growing software solutions business. The role is on-site four days per week with a salary up to £35,000 per year, working closely with IT and product teams to resolve issues and improve services.

You will support onboarding and new projects, monitor performance, generate reports, and help maintain SLAs while delivering excellent customer service.

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

Customer service

MS Office

Communication

Tools

Jira

Zendesk

BI tools

Job description

Location: Poole – 4 days per week on 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.

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.
• 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.