Support Desk Analyst
About the Role
Hi there, we are looking for a proactive and organised Service Desk Analyst to join our growing team. 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 support requests, handling tickets through our service desk platform and working closely with internal teams to ensure issues are resolved efficiently and professionally.
Alongside day-to-day support administration, the role includes a technical element requiring an understanding of our software systems, troubleshooting user issues, and assisting with system configuration and testing where required.
This is an excellent opportunity to develop both customer support and technical skills within a fast-moving technology business.
Key Responsibilities
- Manage incoming support tickets via the service desk platform
- Respond to customer queries in a professional and timely manner
- Troubleshoot first-line technical and system issues
- Escalate more complex issues to senior technical teams where appropriate
- Maintain accurate ticket updates, notes, and resolutions
- Support users with system access, configuration, and basic training
- Monitor ticket queues and ensure SLA targets are met
- Work collaboratively with internal teams to resolve customer issues
- Assist with testing and validation of software updates and fixes
- Contribute to internal documentation and knowledge base articles
- Identify recurring issues and suggest process improvements
Skills & ExperienceEssential
- Strong communication and customer service skills
- Organised with good attention to detail
- Comfortable learning and using software systems
- Basic technical troubleshooting ability
- Ability to prioritise workload and manage multiple tasks
- Positive, team-oriented attitude
- Good written English and professional, friendly communication style
- Staying calm and professional when under pressure
Desirable
- Previous experience in a support desk or customer support role
- Experience using ticketing/service desk systems
- Understanding of SaaS/software platforms
- Familiarity with Microsoft 365 and general business IT systems
- Experience working in a technology or software business
What Success Looks Like
- Tickets handled efficiently and professionally
- Customers receive timely and helpful communication
- Strong understanding of company software and processes develops over time
- Escalations are accurate and well documented
- Positive contribution to team culture and continuous improvement
Career Development
This role offers progression opportunities into:
- Senior Service Desk Analyst
- Technical Support Specialist
- Customer Success
- Operations or Product Support roles
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
