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.