Service Desk Analyst

Location: Stevenage | Full-Time | Support Level: Band 1/2

Are you passionate about delivering exceptional technical support and customer service? Do you thrive in a collaborative, fast-paced environment where innovation and engagement are at the heart of everything you do? If so, my client wants to hear from you!

As a Service Desk Analyst, you'll be a key player in a high-performing Service Desk team, supporting a wide range of clients and software configurations. You'll handle 2nd line support tickets, provide training and ensure every customer interaction is a positive one. This is your chance to make a real impact in a company that values versatility, innovation, brilliance and engagement.

• Delivering first-class technical and functional support to users of a SaaS platform.
• Logging, researching, and resolving customer support requests.
• Collaborating with development and design teams to resolve issues.
• Providing training to new and existing clients, both remotely and on-site.
• Creating and updating internal and external documentation.
• Supporting new customer website implementations.
• Ensuring timely responses in line with SLAs and escalating when needed.
• Conducting QA and testing of new features before release.

• Experience in a technical support role
• Strong problem-solving and communication skills.
• Ability to explain complex technical issues to non-technical users.
• A proactive, detail-oriented, and customer-focused mindset.
• Knowledge of GDPR, PCI-DSS, and web/application development processes.

• A degree in IT, Computer Science, or a related technical field is desirable.
• A-Levels/BTEC in technical subjects preferred.

My client is committed to creating a workplace where everyone feels welcome, supported, and empowered to thrive. Their values are more than just word's, they shape the way they work and grow together:

• Versatile - Adaptable, resilient, and solution-focused.
• Innovative - Always improving, always curious.
• Brilliant - Proud of what they do and how they do it.
• Engaging - Friendly, empathetic and team-oriented.

My client is proud to be an equal opportunities employer. They go beyond compliance to foster a truly inclusive environment where everyone regardless of background, identity, or experience can succeed. They actively support diversity in recruitment, development, and progression.

If you're excited to join a forward-thinking team that values your growth and contributions, apply now to become a part of something brilliant.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.