Service Desk Analyst
4 days ago
Norwich
R13 Recruitment are supporting an innovative and growing technology organisation in their search for a Service Desk Analyst to join their client support team. This is an excellent opportunity for someone looking to develop their career within software and technology support, joining a collaborative environment where customer service and problem-solving are at the heart of everything they do. Supporting a specialist software platform, you will play a key role in delivering a high-quality experience to clients while developing valuable technical and client-servicing skills. Full-time, Monday to Friday hours with hybrid working available. Full product training will be provided, making this a fantastic opportunity for someone who is passionate about technology and customer support and wants to build a long-term career within a growing IT business. The Company This forward-thinking technology business develops and delivers specialist software solutions to their clients. With a strong focus on innovation, collaboration and client success, they offer excellent long-term development opportunities within a supportive and people-focused working environment. Benefits • Hybrid working opportunities ( flexibility for 4 days from home / 1 day in office ), • Pension scheme, • Ongoing training and development, • Clear career progression opportunities, • Supportive and collaborative team environment, • Exposure to cutting-edge technologies and projects The Day to Day • Providing first-line remote support to software users and clients., • Logging and managing incidents and service requests via the ticketing system., • Investigating and troubleshooting technical issues using internal and external resources., • Prioritising support tickets based on urgency and impact., • Escalating more complex issues to specialist teams where required., • Maintaining accurate documentation and updating records clearly and consistently., • Providing timely updates to clients and internal stakeholders., • Supporting user onboarding/offboarding and access management processes., • Assisting with password resets, account amendments and user administration., • Contributing to knowledge base documentation and process improvements., • Ensuring compliance with internal security and operational procedures. You Will Have / Be • Previous experience within a customer service, service desk or helpdesk position., • Excellent communication skills, both written and verbal., • Strong customer service and relationship-building abilities., • Good IT literacy, including Office 365., • Strong organisational skills and attention to detail., • Ability to prioritise workload and manage multiple tasks effectively., • A proactive and positive approach to problem-solving., • Comfortable working in a fast-paced and evolving environment. How to Apply To hear more details about this fantastic opportunity, please email your CV to Rebecca Headden – Business Partner at R13 Recruitment. If you do not hear from us within 5 working days upon initial submission of your CV, please assume you have been unsuccessful on this occasion