Service Desk Analyst
18 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. \n 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. \n Full-time, Monday to Friday hours with hybrid working available. Salary offered is circa. £26,000. 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. \n The Company \n 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. \n Benefits \n\n • Hybrid working opportunities\n, • Pension scheme\n, • Ongoing training and development\n, • Clear career progression opportunities\n, • Supportive and collaborative team environment\n, • Exposure to cutting-edge technologies and projects\n\n The Day to Day \n\n • Providing first-line remote support to software users and clients.\n, • Logging and managing incidents and service requests via the ticketing system.\n, • Investigating and troubleshooting technical issues using internal and external resources.\n, • Prioritising support tickets based on urgency and impact.\n, • Escalating more complex issues to specialist teams where required.\n, • Maintaining accurate documentation and updating records clearly and consistently.\n, • Providing timely updates to clients and internal stakeholders.\n, • Supporting user onboarding/offboarding and access management processes.\n, • Assisting with password resets, account amendments and user administration.\n, • Contributing to knowledge base documentation and process improvements.\n, • Ensuring compliance with internal security and operational procedures.\n\n You Will Have / Be \n\n • Previous experience within a customer service, service desk or helpdesk position.\n, • Excellent communication skills, both written and verbal.\n, • Strong customer service and relationship-building abilities.\n, • Good IT literacy, including Office 365.\n, • Strong organisational skills and attention to detail.\n, • Ability to prioritise workload and manage multiple tasks effectively.\n, • A proactive and positive approach to problem-solving.\n, • Comfortable working in a fast-paced and evolving environment.\n\n How to Apply \n 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. \n \n \n