Service Desk Analyst & Internal / Infrastructure IT Support

Reporting to: Commercial Services Manager



Closing date: 20th January

About Us

We’re a growing software and consultancy company working hard to keep the entrepreneurial fun atmosphere of a start-up. We always aim to be a company people want to work for.

Our software is developed using agile methodologies, working closely with our public sector customers

Ideas and inspiration come from all staff regardless of role. Guilds provide an easy way to expand knowledge and experience outside of standard departments.

We partner with the best in the business, including Salesforce and Amazon Web Services. We’re the first UK based company to be named AWS Government Competency Partner, recognising our expertise within the public sector.

Winner of the Barclays Small Business Excellence Awards 2016, which is given to companies that have displayed outstanding innovation, product, quality, service, imagination, marketing and managerial skills.

Winner of the European IT Excellence Award in 2016 for Customer Solution, which is given to companies that demonstrated how carefully they have been listening to their customers and building solutions that do make a difference.

About the Role

The purpose of the Service Desk Analyst role is to provide optimal value to the business by ensuring a high level of customer satisfaction upon receipt of incidents/raised tickets. You will become an integral member and work effectively with colleagues in the Service Desk team.

The role involves providing 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 be required to keep the Customer Service Manager updated on escalation of incidents where necessary and promote the Service Desk in providing a one-stop service support solution.


  • Frequent and proactive use of the Service Cloud system.  Looking at incidents, service requests, changes and problem tickets within the Help Desk application

  • Allocating to oneself unassigned tickets and working with colleagues to continuously review and keep abreast of incoming requests

  • Taking ownership of tickets and ensuring successful completion within stated SLA

  • Plan, coordinate and support business processes and systems

  • Incident escalation and management of priority issues along with client communications and notifying Manager

  • Provide support to customers via ticket system, telephone and email

  • Co-ordination of incident resolution with Enterprise Team to agreed Service Levels and Targets

  • Escalation where necessary for the development for smooth, timely solutions of tickets

  • Pro-active monitoring of key service delivery platforms and the customer applications

  • Compiling weekly and monthly reports of outstanding and resolved issues

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

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

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

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

  • Follow communication procedures, guidelines and policies

Additional Duties to cover the Internal Infrastructure IT Support element of the Role:

  • Primary contact for processing internal tickets; such as ‘my computer does not work’ to networking cables, connecting routers, setting up  laptops, setting up printers, installing approved software

  • New starter On-Boarding: Provide introduction to Arcus system for all new starters (how to log on, use Google, synching files)

  • Setting up Auditors, Board Members, Pen Testers on system with access accounts and equipment

  • Arcus Leavers Off-Boarding: backing up Google files; saving folders to Amazon S3, auto-forwarding emails and created documents, removing user from Salesforce organisations

  • Purchasing Internal equipment, researching products and finding the best value pricing

  • Set up email groups, set up groups in Confluence and permission settings

  • Hardware asset tracking management; applying barcodes to hardware items and maintaining asset system

  • Central software tools administration management; such as MS Office license application , application security with AVAST

  • Adhering to regulations and related procedures to ensure that all employees who have access to and handle any personal data held by strict Data Protection policies.

What do you need:

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.


  • Previous customer service experience

  • Effective communicator; verbal, written and  telephone

  • Able to be direct and to the point, tolerant and calm

  • Confident approach with customers

  • Problem solving approach

  • A well organised, hard-working, pro-active team worker

  • Able to multi-task, prioritise and manage time effectively

  • Results driven, taking pride in achieving objectives

  • An accomplished relationship builder with a strong focus on delivering exceptional customer service and to take the extra mile

  • Able to work effectively to tight deadlines and meet personal/team targets

  • Able to cope well under pressure

  • Able to provide accurate, valid and complete information by using the right methods/tools


  • Previous Service Desk experience; demonstrating excellent understanding of helpdesk requirements

  • Strong skills in Microsoft Windows platform including Active Directory

  • Understanding of the ITIL Incident Management Process

  • Strong interest and understanding of Cloud Technologies

Our perks:

Formal Benefits:

  • Health insurance (for you and your family)

  • Medical Cash back plan (for you and your family)

  • Life insurance

  • Pension Scheme - fund match up to 3%

  • Competitive salary

  • 25 days holiday

  • Holiday Buy/Sell Scheme of up to 5 days

  • 35hr week with flexitime and working from home

Culture benefits

  • The good feeling that comes from working to improve the public sector

  • Career progression in your hands, whether you want to work with development, customer relationships or business skills

  • Friendly & entrepreneurial environment: we’ve created a stimulating, fun, collaborative and entrepreneurial environment where people are looked after. Joining Arcus means you’ll be joining a 'family' rather than 'just another company'

  • Free fruit and healthy snacks

  • Social events: Thirsty Thursdays, Souper Mondays, and monthly events organised by Team Awesome make us a very social company

  • Social clubs: whether you’re into music, sport, or board games there’ll be a social club for you

Kate Warboys