Service Desk Analyst (Solutions)

Exeter/Reading/Glasgow - Hybrid 

The Opportunity

We are looking for a dedicated and professional Service Desk Analyst to join our dynamic team. The ideal candidate will be responsible for ensuring that customers' technical enquiries and issues are addressed promptly and professionally, providing an exceptional customer service experience

The role will involve:

•    Ensuring our customers' technical enquiries and issues are addressed promptly and professionally, providing an exceptional customer service experience.
•    Utilising the ITSM system to accurately record and manage all Service Desk interactions, with appropriate prioritisation communicated back to our customers.
•    Supporting the Technical Support, DevOps, SRE, and Development teams in diagnosing and resolving customer-impacting bugs and issues.
•    Contributing significantly to knowledge enhancement by proactively creating and updating knowledge base articles, thereby facilitating fault resolution at first contact.

About You

You will have previous experience in a technical support role, with the ability to diagnose and resolve issues across various hardware and software platforms alongside;

•    Exceptional customer service skills, ensuring enquiries and issues are addressed promptly and professionally
•    Proficiency in using IT Service Management (ITSM) systems to record and manage all Service Desk interactions
•    Strong analytical and problem-solving skills to determine appropriate resolution and business impact
•    Ability to manage multiple tasks and work under pressure, with attention to detail and commitment to quality
•    Basic Windows and networking troubleshooting skills, IT security knowledge (firewalls, anti-virus), and experience in technical authoring
•    Excellent communication skills to deliver a world-class customer experience at every contact