Service Desk Analyst

Sadler Recruitment Ltd; Swansea; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Wales is seeking a Service Desk Analyst to provide technical support to business clients. The role involves troubleshooting, managing client interactions, and supporting rotating shifts. Excellent verbal and written communication skills are essential. Join a dynamic team and contribute to enhancing customer experiences while enjoying a hybrid work environment.

Benefits

Professional growth opportunities

Collaborative environment

Flexible working policy

Recognition programs

Qualifications

• Experience in a customer-facing incident management technical support role.
• Flexible to work rotating shifts to cover EMEA and NA hours.
• Available for off-hours escalations.

Responsibilities

• Act as the primary point of contact for technical issues from corporate clients.
• Respond to support reports within SLA, providing expert technical solutions.
• Conduct advanced troubleshooting and log analysis.
• Maintain consistent communication with customers throughout the resolution process.
• Document case resolutions to enhance support scalability and self-service capabilities.
• Handle on-call escalations for high-priority incidents.

Skills

Customer-facing incident management

Excellent verbal communication

Excellent written communication

Familiarity with networking concepts

Knowledge of web technologies

Job description

Overview

Location: Swansea, South Wales, or London

Work Arrangement: Hybrid (Minimum one day per week in one of the listed offices, currently Tuesdays)

Flexible to work rotating shifts (8am - 4pm, 10am - 6pm, or 2pm - 10pm) to cover EMEA and non-UK hours.

Why This Role Stands Out

As a Service Desk Analyst you will be at the forefront of customer success, providing essential technical support to business customers. This position offers a unique blend of technical challenge and customer interaction, ensuring no two days are the same.

What’s in It for You

• Professional Growth: Work with industry leaders in Financial Services, Telecoms, and Utilities.
• Impactful Work: Help streamline complex customer journeys into effortless experiences, making a tangible difference in client operations.
• Collaborative Environment: Partner with Program Managers, Account Managers, and Solutions Engineers to resolve critical technical issues.
• Flexibility: Enjoy a hybrid working policy, balancing office presence with remote work.
• Recognition: Be part of a multi-award-winning platform known for its rapid deployment and robust security.

Key Responsibilities

• Act as the primary point of contact for technical issues from corporate clients.
• Respond to support reports within SLA, providing expert technical solutions.
• Conduct advanced troubleshooting and log analysis.
• Maintain consistent communication with customers throughout the resolution process.
• Document case resolutions to enhance support scalability and self-service capabilities.
• Participate in internal projects and stay updated with new features and maintenance activities.
• Handle on-call escalations for high-priority incidents.

Qualifications & Skills

• Experience in a customer-facing incident management technical support role.
• Excellent verbal and written communication skills.
• Familiarity with networking concepts
• Knowledge of web technologies
• Flexible to work rotating shifts (8am 4pm, 10am 6pm, or 2pm 10pm) to cover EMEA and NA hours.
• Available for off-hours escalations.

Join a company that values boldness, respect, growth, and efficiency. Be part of a team that leverages data and time effectively to deliver exceptional customer experiences. If you are ready to take your career to the next level, this role is the perfect platform to showcase your skills and grow with a dynamic company.

Salary Package:

Hybrid Working - 1 to 2 days in the office