Service Desk Analyst - 12 month maternity cover contract About the Role Morson Talent is proud to be recruiting for a confident, proactive Service Desk Analyst to support our client based at Pirin Court. This is a fast-paced, customer-focused position where you will act as the first point of contact for all incidents, service requests, and customer queries. You'll handle enquiries across multiple channels—telephone, email, B2B, and customer portals—ensuring issues are resolved within agreed Service Level Agreements (SLAs). You'll also coordinate field engineering visits, manage escalations, and work to clearly defined KPIs within a busy service environment. This role is ideal for someone with strong customer service experience, excellent communication skills, and the ability to stay organised and efficient under pressure. Key Responsibilities Serve as the first point of contact for incoming incidents, requests, and queries. Provide 1st line troubleshooting and fault resolution across a range of systems and services. Log, manage, and resolve tickets in line with SLAs. Coordinate and schedule field engineering resources when required. Escalate issues appropriately and proactively following established procedures. Deliver excellent customer service across all communication channels. Work towards individual and team KPIs set by the Service Centre Manager. Operate effectively within an agreed shift rota. Maintain accurate records within customer portals and ticketing systems. Skills & Experience Required Previous experience in telephone-based customer service. Proven 1st line troubleshooting and incident resolution capabilities. Experience working towards targets and KPIs. Strong communication skills with a customer-first approach. Confident user of Microsoft Word, Outlook, and Excel. Experience using customer portals and ticketing systems. Ability to follow escalation workflows accurately. Demonstrated capability in coordination or scheduling roles (desirable). Comfortable working in a fast-paced, customer-facing environment. Ability to work effectively within a shift-based rota. Why Join? Opportunity to work in a dynamic, high-performing service environment. Supportive team culture with clear performance expectations. Valuable experience in service operations, customer management, and technical support.