Customer Service Desk Analyst
About the Role
Hi there, we are looking for a proactive and organised Customer Service Desk Analyst to join our growing team. At the heart of this role is customer service. This role is ideal for someone early in their career who enjoys problem solving, technology and most importantly, loves helping and looking after customers.
You will be the first point of contact for customers who need help, whether they have a question, need guidance using our software, or are experiencing a technical issue. We are looking for someone who enjoys speaking with people, takes pride in providing a great service, and is able to make customers feel supported and confident that their issue is being looked after.
You will take ownership of incoming support requests through our service desk platform, keeping customers informed throughout the process and working closely with colleagues across the business to ensure queries are resolved efficiently and professionally.
There is also an important technical element to the role. You will develop a strong understanding of our software, investigate and troubleshoot user issues, assist customers with system configuration and access, and help test software updates and fixes.
You do not need to know everything from day one. We are looking for someone with a good technical mindset, a willingness to learn, and the ability to combine problem-solving skills with excellent customer service.
This is a great opportunity for someone early in their career who wants to build experience across customer support, software and technology, with opportunities to develop into more senior, technical or customer-focused roles in the future.
Key Responsibilities
- Be the first point of contact for customers contacting the support desk
- Provide friendly, helpful and professional support through every customer interaction
- Take ownership of customer queries and ensure customers are kept informed of progress
- Manage incoming support tickets through the service desk platform
- Ask the right questions to understand customer issues and identify what help they need
- Troubleshoot first-line software and technical issues
- Guide customers through solutions in a clear and easy-to-understand way
- Support users with system access, configuration and general system queries
- Provide basic guidance and training to help customers get the most from our software
- Escalate more complex issues to senior or technical teams when appropriate
- Ensure escalations contain clear, accurate and useful information
- Maintain accurate ticket notes, updates and resolutions
- Monitor the support queue and help ensure response times and SLA targets are achieved
- Work closely with colleagues across Support, Development and other internal teams to resolve customer issues
- Assist with testing and validation of software updates, fixes and new functionality
- Contribute to internal support documentation and knowledge base articles
- Identify recurring customer issues and suggest ways we can improve our systems, processes and customer experience
- Share customer feedback with the wider team to help us continually improve our service
Skills & Experience
Essential
- Excellent customer service and communication skills
- A genuine desire to help people and provide a positive customer experience
- Friendly, patient and approachable communication style
- Confident communicating with customers by phone, email and other support channels
- Ability to remain calm, professional and kind when dealing with customers under pressure
- Good written English and the ability to explain information clearly
- Strong organisational skills and attention to detail
- Ability to take ownership of tasks and follow issues through to resolution
- Ability to prioritise workload and manage multiple customer requests
- Comfortable learning and using new software systems
- Good problem-solving skills and basic technical troubleshooting ability
- Curious and willing to investigate how and why something works
- Positive, proactive and team-oriented attitude
- Willingness to learn and develop both customer service and technical skills
Desirable
- Previous experience in a customer service, support desk or helpdesk role
- Experience using ticketing or service desk systems
- Experience supporting customers over the phone and by email
- Understanding of SaaS or software platforms
- Familiarity with Microsoft 365 and general business IT systems
- Previous experience troubleshooting software or user issues
- Experience working within a technology or software business
What Success Looks Like
Success in this role is not simply about closing tickets. It is about making sure customers feel supported throughout their experience with us.
You will be successful when:
- Customers receive friendly, timely and helpful communication
- Customers feel confident that their questions and problems are being taken seriously
- Support tickets are handled efficiently and professionally
- You take ownership of customer queries and keep people informed
- First-line issues are investigated and resolved effectively
- Technical escalations are accurate, detailed and well documented
- Your understanding of our software and customer needs continues to develop
- You build positive relationships with customers and colleagues
- Customer feedback and recurring issues are recognised and shared with the wider team
- You make a positive contribution to the support team and help us continually improve the service we provide
Career Development
We want this role to be somewhere you can develop and build your career.
As your knowledge, experience and interests grow, there may be opportunities to progress into areas such as:
- Senior Service Desk Analyst
- Technical Support Specialist
- Customer Success
- Account Management or Customer Relationship roles
- Product Support
- Operations
Pay: From £28,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Sick pay
Ability to commute/relocate:
- Thatcham RG19: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Are you the kind of person who can deal with customers under pressure and remain calm, professional and kind at all times?
Language:
- Fluent English (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
