Software Helpdesk Support Analyst

Enable Services; Ipswich; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Competitive starting salary

22 days annual leave

Full training and mentoring

Company pension

Modern office

Job summary

enable.services, based in Martlesham Heath near Ipswich, is seeking a Software Helpdesk Support Analyst to become the first point of contact for customer software support. You will work with experienced consultants to diagnose and resolve issues while developing your own technical knowledge and customer service skills.

This office-based role offers full training and mentoring, with opportunities to grow within a supportive team and contribute to deployments, upgrades, and client implementations.

Qualifications

• We are looking for someone with the right attitude rather than previous experience.
• Full training and ongoing mentoring will help you build a career in software support.
• Office-based role in Martlesham Heath due to the systems and data supported.

Responsibilities

• Act as the first point of contact for customer support via telephone, email and remote support.
• Diagnose, troubleshoot and resolve software issues or escalate as needed.
• Deliver excellent customer service and maintain regular communication during the support process.
• Record all incidents, requests and resolutions in the helpdesk system.
• Collaborate with colleagues to resolve complex technical issues.
• Assist with software deployments, upgrades and customer implementation projects.
• Participate in internal training to develop technical knowledge.
• Follow company procedures and maintain professionalism and customer care.

Skills

Customer service

Communication

Willingness to learn

Attention to detail

Organisational skills

Teamwork

Problem solving

Job description

Software Helpdesk Support Analyst

Location: Martlesham Heath, Ipswich
Job Type: Full Time, Permanent - Office Based IPSWICH, UK

enable.services, based in Martlesham Heath, Ipswich, is a leading provider of CRM, AI, IT and business technology solutions. We help organisations across the United Kingdom transform the way they work through innovative software, managed IT services, customer engagement platforms and business integrations.

We are looking for an enthusiastic and motivated individual who is ready to begin a career in technology. This is an excellent opportunity for someone starting their professional journey who enjoys helping people, solving problems and wants to develop valuable technical skills within a supportive and experienced team.

No previous commercial IT experience is required. We will provide full training and ongoing mentoring to help you build a successful career in software support.

This is an office based role in Martlesham Heath due to the nature of the systems and customer data we support.

About the Role

As a Software Helpdesk Support Analyst, you will be the first point of contact for customers requiring assistance with their software. You will work closely with experienced consultants and technical specialists to resolve customer queries while developing your own technical knowledge and customer service skills.

Every day will be different, giving you exposure to a wide range of software platforms, technologies and business challenges.

Key Responsibilities

• Act as the first point of contact for customer support requests via telephone, email and remote support.

• Diagnose, troubleshoot and resolve software related issues or **escalate** them where appropriate.

• Deliver excellent customer service and maintain regular communication with customers throughout the support process.

• Accurately record all incidents, requests and resolutions within our helpdesk system.

• Work closely with colleagues to investigate and resolve more complex technical issues.

• Assist with software deployments, upgrades and customer implementation projects.

• Participate in internal training sessions to continually develop your technical knowledge.

• Follow company procedures and maintain the highest standards of professionalism and customer care.

What We Are Looking For

We are looking for someone with the right attitude rather than previous experience.

You should have:

• A genuine interest in technology and software.

• Excellent communication and customer service skills.

• A willingness to learn and develop new skills.

• Strong attention to detail.

• Good organisational skills.

• The ability to work well both independently and as part of a team.

• Confidence using computers and learning new systems.

Previous experience in customer service, retail, hospitality or administration would be beneficial but is not essential.

What We Offer

Joining enable.services is an opportunity to build a long term career within a growing technology business. We invest heavily in our people and provide ongoing support to help every team member reach their potential.

Benefits include:

• Competitive starting salary of £24,000 per annum

• 21 days annual leave plus bank holidays and your birthday off

• Full software and solutions training

• Clear career development opportunities

• Supportive and collaborative working environment

• Modern office with breakout area and kitchen facilities

• Opportunity to work with a wide range of leading business technologies

• Company pension scheme

About enable.services

At enable.services, we believe technology should make businesses better. Our team works with organisations across a wide range of industries, delivering CRM, AI, managed IT services, telephony, marketing automation and system integration solutions that help our customers achieve measurable results.

If you are looking for your first role in technology and want to learn from experienced professionals while building a rewarding career, we would love to hear from you.

enable.services is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Please note: Applicants must have the right to work in the United Kingdom.