Service Desk Analyst

Service Desk Analyst

Location: Poole - 4 days per week on site

Salary: Up to £35,000 per annum

We’re looking for a proactive and customer-focused Service Desk Analyst to join a growing technology business specialising in software solutions.

This is a varied role where you’ll help maintain high service standards, manage customer issues and work closely with internal technical and project teams to continually improve service delivery.

Key Responsibilities

Manage and drive problem records through to resolution.

Monitor service performance, system capacity and trends.

Produce and present customer-facing service reports.

Support customer onboarding and new project implementations.

Work closely with technical teams and product managers to resolve issues and improve services.

Monitor SLAs, customer actions and service quality.

Identify opportunities for continual service improvement.

What We’re Looking For

Experience in a technical customer service or IT support environment.

Understanding of ITIL processes and working to customer SLAs.

Strong communication skills, with the ability to explain technical information to non-technical stakeholders.

Good knowledge of Microsoft Office, particularly Excel and Word.

Excellent organisational skills and attention to detail.

A proactive, analytical approach with the ability to manage competing priorities.

Desirable: Experience with application support, Jira, Zendesk, change/problem management, BI tools or software development environments.

What's on Offer?

Salary up to £35,000.

Company-funded healthcare plan.

Life assurance and company pension.

2 paid volunteer days per year.

Career development and ongoing learning opportunities.

Modern office environment and friendly team.

Regular team-building and social events.

Please note: This role is based in Poole, with a minimum of 4 days per week in the office. Candidates must have long-term right to work in the UK

Benefits

None