Service Desk Analyst

Service Desk Analyst

Location: Poole – 4 days per week on site

Salary: Up to £35,000 per annum

We’re looking for a proactive and customer-focused Service Desk Analyst to join a growing technology business specialising in software solutions.

This is a varied role where you’ll help maintain high service standards, manage customer issues and work closely with internal technical and project teams to continually improve service delivery.

Key Responsibilities

• Manage and drive problem records through to resolution.
• Monitor service performance, system capacity and trends.
• Produce and present customer-facing service reports.
• Support customer onboarding and new project implementations.
• Work closely with technical teams and product managers to resolve issues and improve services.
• Monitor SLAs, customer actions and service quality.
• Identify opportunities for continual service improvement.

What We’re Looking For

• Experience in a technical customer service or IT support environment.
• Understanding of ITIL processes and working to customer SLAs.
• Strong communication skills, with the ability to explain technical information to non-technical stakeholders.
• Good knowledge of Microsoft Office, particularly Excel and Word.
• Excellent organisational skills and attention to detail.
• A proactive, analytical approach with the ability to manage competing priorities.

Desirable: Experience with application support, Jira, Zendesk, change/problem management, BI tools or software development environments.

What's on Offer?

• Salary up to £35,000.
• Company-funded healthcare plan.
• Life assurance and company pension.
• 2 paid volunteer days per year.
• Career development and ongoing learning opportunities.
• Modern office environment and friendly team.
• Regular team-building and social events.

Please note: This role is based in Poole, with a minimum of 4 days per week in the office. Candidates must have long-term right to work in the UK.