Service Desk Analyst

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