Service Desk Analyst

£ Competitive + Benefits

Cambridge Hybrid/Remote

About the Role:

The role is to provide 1st line support to customers using our products as well as ensuring timely resolution of requests in line with a published Service Level Agreement (SLA). You will aim to maintain a high level of customer satisfaction upon receipt of incidents & raised tickets. You will become an integral member of the Service Desk team keeping the Customer Service Manager updated on escalation of incidents where necessary and promote the Service Desk to provide customers with a one-stop service support solution. 


Provide support to customers via ticket system, telephone and email 

Set up customer users in the Service Cloud system and provide password resets

Follow communication procedures, guidelines and policies

Proactively use and monitor the Service Cloud system and key service delivery platforms and the customer applications

Take ownership of  unassigned tickets and work with colleagues to continuously review and keep abreast of incoming requests. 

Escalate incidents where necessary to ensure the development for smooth, timely solutions of tickets 

Coordinate incident resolution with the Enterprise Team to agreed Service Levels and Targets

Handle complaints, provide appropriate solutions and alternatives within set time limits and follow up to ensure resolution 

Compile weekly and monthly reports of outstanding and resolved issues 

Keep records of customer interactions, process customer accounts and file documents 

From time to time visit customer site to assist with ‘Hand Over to Support’ introduction and/or be on customer site for ‘Go-Live’ 


We are looking for a talented, team-oriented individual who wants to make a difference. We place great emphasis on enthusiasm and motivation and the willingness to accept early responsibility. Delivering exceptional service with a smile and adding “sparkle” to all steps of the ticket resolution process.


Skilled in delivering exceptional customer service.

An effective communicator; verbal, written and telephone 

Ability to work to own initiative in a dynamic, fast paced environment

Ability to prioritise tasks and manage time effectively

Ability to think critically, problem solve and use own judgement 

Strong interpersonal skills and a collaborative approach to working in a team setting

Capable of applying the correct methods and tools in order to provide accurate, valid and complete information.


Previous Service Desk experience with an understanding of help desk requirements 

Understanding of the ITIL Incident Management Process 

An Interest in and understanding of Cloud Technologies