About Us
Trailight is a fast-moving Software as a Service (SaaS) business, building innovative RegTech solutions to help UK Financial Services organisations manage regulatory demands. Our products simplify compliance, strengthen business controls, and provide powerful reporting insights.
Role Overview
We are seeking a Service Desk Analyst to play a central role in delivering first-class support to our clients. Acting as the first point of contact, you will handle incoming queries, manage support tickets, and ensure issues are resolved efficiently and professionally. This role requires excellent communication, problem-solving skills, and a customer-first mindset.
You will also support client onboarding, assist with system configuration, and provide feedback to internal teams to continuously improve our product and services. This is a great opportunity to be part of a dynamic and growing company where your input will make a real impact.
Key Responsibilities
* Service Desk Support
* Manage day-to-day client support tickets via the support desk.
* Ensure service levels (SLAs) and quality standards are consistently met.
* Communicate with clients clearly and professionally to resolve issues.
* System Configuration & Client Support
* Configure system features to meet client requirements.
* Present configured solutions to internal teams and clients.
* Assist with client questions during post-implementation handover.
* Problem Solving & Escalation
* Investigate, research, and resolve client issues.
* Escalate advanced IT cases to relevant teams where needed.
* Contribute to user acceptance testing (UAT) and quality assurance.
* Collaboration & Continuous Improvement
* Work closely with Support, Implementation, and Product teams.
* Provide client feedback to improve product features.
* Participate in projects during onboarding and implementation phases.
Skills & Experience
Essential
* Excellent written and verbal communication skills.
* Strong problem-solving and analytical mindset.
* Ability to manage multiple priorities and switch contexts effectively.
* Strong relationship-building skills, both internal and external.
* Fast learner, adaptable, and proactive.
* Committed to values of Team, Trust, and Transparency.
Desirable
* Experience with MS Office and collaboration tools.
* Prior exposure to SaaS or financial services environments.
High-Level Duties of a Service Desk Analyst
* Act as the first point of contact for client support queries.
* Manage and resolve tickets within agreed SLAs.
* Escalate complex issues to technical teams where appropriate
* Support system configuration and onboarding activities.
* Collaborate with internal teams to improve service and product features.
* Ensure client satisfaction through clear communication and timely resolution.
At Trailight, we foster a supportive and inclusive workplace where people enjoy coming to work. Based in the city centre, our office environment is both collaborative and welcoming, with a focus on building strong connections across the team. We regularly host activities that bring colleagues together, and we actively encourage professional growth through learning and development opportunities. Our culture balances a friendly atmosphere with a commitment to excellence, making it a place where people can thrive both personally and professionally.
Job Types: Full-time, Permanent
Pay: £25,000.00-£28,000.00 per year
Benefits:
* Casual dress
* Company pension
* Cycle to work scheme
* Employee mentoring programme
* Flexitime
* Life insurance
* Work from home
Work Location: Hybrid remote in York YO1 9WB