1. Posted: 7 May
2. Reference: R13/
Service Desk Analyst
Type:PermanentLocation:NorwichSpecialism:ITSalary:Competitive
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. Salary offered is circa. £26,. 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.
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.
The Day to Day:
3. Providing first-line remote support to software users and clients.
4. Logging and managing incidents and service requests via the ticketing system.
5. Investigating and troubleshooting technical issues using internal and external resources.
6. Prioritising support tickets based on urgency and impact.
7. Escalating more complex issues to specialist teams where required.
8. Maintaining accurate documentation and updating records clearly and consistently.
9. Providing timely updates to clients and internal stakeholders.
10. Supporting user onboarding/offboarding and access management processes.
11. Assisting with password resets, account amendments and user administration.
12. Contributing to knowledge base documentation and process improvements.
13. Ensuring compliance with internal security and operational procedures.
You Will Have/Be:
14. Previous experience within a customer service, service desk or helpdesk position.
15. Excellent communication skills, both written and verbal.
16. Strong customer service and relationship-building abilities.
17. Good IT literacy, including Office .
18. Strong organisational skills and attention to detail.
19. Ability to prioritise workload and manage multiple tasks effectively.
20. A proactive and positive approach to problem-solving.
21. Comfortable working in a fast-paced and evolving environment.
The Benefits:
22. Hybrid working opportunities ( flexibility for 4 days from home / 1 day in office )
23. Pension scheme
24. Ongoing training and development
25. Clear career progression opportunities
26. Supportive and collaborative team environment
27. Exposure to cutting-edge technologies and projects