Service Desk Analyst

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

Benefits offered by this job

Healthcare plan

Life assurance and pension

Volunteer days

Job summary

Morson Edge is hiring a Service Desk Analyst in Poole. The role is based in a modern office with a requirement to be on site four days per week. You will handle technical customer support, manage issues, and collaborate with internal teams to improve service delivery.

Ideal candidates have experience in technical customer service or IT support, familiarity with ITIL and SLAs, and strong communication skills. Proficiency in Excel/Word and tools like Jira or Zendesk is desirable.

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.
• Proficiency with Microsoft Excel and Word.

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

Technical customer service

ITIL familiarity

Strong communication

Microsoft Office (Excel/Word)

Tools

Jira

Zendesk

BI tools

Job description

Service Desk Analyst

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.

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