Service Desk Analyst

First Line Service Desk Analyst

• Location: Horham
• Job Type: Full-time
• Salary: £28,000

Join our team as a First Line Service Desk Analyst and become the first point of contact for customers using our innovative products, LeaseSoft and Transcend. This role is crucial in ensuring that customer queries, incidents, and service requests are efficiently logged, triaged, and resolved, or escalated appropriately. You will be part of a dynamic team dedicated to providing exceptional customer-focused support.

Day-to-day of the role:

• Act as the first point of contact for customers via email and ticketing system.
• Log, categorise, and prioritise incidents and service requests accurately within the service desk tool.
• Provide initial troubleshooting and resolution for user access issues, navigation queries, standard configuration, and common application errors.
• Maintain ownership of customer issues through to resolution or appropriate escalation.
• Escalate complex or unresolved issues to second-line product or technical support teams with clear and detailed information.
• Keep customers informed of ticket progress and expected resolution times.
• Contribute to the knowledge base by documenting solutions, workarounds, and FAQs.
• Assist in user onboarding and provide guidance on system functionality.
• Support service improvement initiatives, including feedback collection and process refinement.

Required Skills & Qualifications:

• Level 3 IT-based qualification or equivalent.
• Strong customer service and communication skills.
• Ability to troubleshoot application issues logically and methodically.
• Familiarity with enterprise software support processes (ITIL Foundation desirable).
• Experience using ticketing/service management systems.
• Previous experience in a customer support or service desk role, ideally within a software provider environment.
• Excellent organisational skills and the ability to remain calm and objective under pressure.

Desirable:

• Knowledge of financial services or leasing operations is advantageous but not essential.
• Evidence of continuous personal development.

Benefits:

• Competitive salary and job stability.
• Opportunities for professional growth and development.
• Supportive team environment focused on innovation and efficiency.

If you are interested in this role, please apply as soon as possible.