WHO WE ARE
C365Cloud is an award-winning, cloud-based software solution designed for organisations with large property estates. Our platform helps organisations audit, manage, and improve their statutory compliance and facilities management inspections. It also enables proactive compliance management, allowing organisations to track risks and manage actions efficiently.
THE ROLE
Due to continued expansion, we are looking to recruit a Service Desk Analyst to join our team. Based at our Wakefield office, the successful candidate will work within the Helpdesk Team and play a key role in the wider Customer Services Team, ensuring we meet and exceed client service expectations.
Key Responsibilities
- Ownership of Cases – Managing service requests and providing expert support to customers.
- SLA Management – Ensuring all tickets received by the helpdesk are actioned within agreed SLAs, and that all support calls are handled professionally and resolved within these timeframes.
- Client Meeting Support – Ensuring actions from client meetings are completed within the required timescales and supporting colleagues by preparing necessary materials before meetings.
- Client Onboarding & Success – Assisting with the onboarding of new clients, particularly in setting up and managing new user accounts.
- Knowledge Management – Contributing to the creation and maintenance of knowledge base articles to ensure accurate and up-to-date documentation.
- Document Processing – Ensuring all documents uploaded to the supplier portal are processed within agreed SLAs.
- Process Adherence – Ensuring all defined business processes are followed within agreed timescales.
- Proactive Problem-Solving – Participating in incident analysis and problem management, identifying trends, and recommending improvements.
- Cross-Team Collaboration – Working closely with other teams to facilitate smooth handovers and drive continuous service improvements.
ABOUT YOU
This role is ideal for someone who has previous experience working on a Service Desk in a customer service or technical support capacity and is now looking to take the next step in their career.
We are looking for someone with:
- A strong background in Service Desk operations, including handling support tickets, troubleshooting issues, and assisting users.
- A commitment to delivering high-quality support while continuously improving client interactions, service processes, and overall efficiency.
- A passion for providing exceptional customer service and enhancing client satisfaction.
- The ability to handle complex issues and collaborate across teams to develop innovative solutions.
- Experience in a SaaS environment (highly advantageous) and a solid understanding of SQL and database concepts.
ESSENTIAL SKILLS
- Previous experience working in a Service Desk environment.
- Proactive and hardworking, with a strong work ethic.
- Positive attitude towards work and a commitment to delivering high-quality service.
- Analytical and problem-solving mindset, with the ability to assess and resolve issues effectively.
- Strong organisational skills, with the ability to manage daily workloads and meet specific deadlines.
- Excellent communication skills, both written and verbal, with the ability to engage effectively with colleagues, customers, and clients.
- Strong telephone capability, including an excellent telephone manner and professional approach.
- IT proficiency, including experience with Excel and Word.
- Basic SQL knowledge, with an understanding of database concepts and the ability to perform simple queries.
DESIRABLE SKILLS
- Intermediate database administration skills.
- Familiarity with tools such as Jira and Confluence.
- Understanding of data protection risks and knowledge of UK GDPR compliance.
Job Types: Full-time, Permanent
Pay: £25,000.00-£27,000.00 per year
Benefits:
- Casual dress
- Company pension
- On-site parking
- Private medical insurance
- Sick pay
Application question(s):
- This is a full-time office based position, are you able to commit to this?
Experience:
- Technical support: 2 years (required)
- Customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
