Service Desk Analyst Hybrid; DPW On-Site

Service Desk Analyst
- Up to £36K PA
- Poole
- Hybrid (4 DPW On-Site)

Location: Poole
- Hybrid (4

DPW On-Site)

Salary: £30-36K Per Annum

Benefits: Discretionary bonus, healthcare, pension, life assurance, hybrid working, career development, and regular team events

We are partnering with a growing technology business delivering complex software solutions to customers across the UK. With an established customer base, a strong market presence and a focus on service excellence, they are looking to strengthen their Service team with the addition of a Service Desk Analyst. This is an opportunity to join a collaborative organisation where you'll have real ownership, exposure to a variety of technologies and the chance to contribute to both operational improvements and key business projects.

You will have experience working within a Service Desk, Application Support, IT Support or Technical Support environment, ideally within a software, SaaS or technology-led business. You'll be customer-focused, highly organised and comfortable managing multiple priorities in a fast-paced environment. Experience working within ITIL-based processes, handling incidents, problems and service requests is essential, alongside the ability to communicate effectively with both technical and non-technical stakeholders.

We're looking for someone who combines strong technical capability with a genuine passion for customer service. You'll take ownership of issues, enjoy solving problems and have a proactive approach to service delivery, stakeholder engagement and continual service improvement.

We're looking for a proactive and customer-focused Service Desk Analyst to support the delivery of critical software services used by customers across the UK. Working closely with the Service Manager, Product Managers and wider technical teams, you'll play a key role in maintaining service quality, resolving operational issues and driving continual service improvements. This is a varied role combining service operations, customer support, service reporting and operational improvement responsibilities.

You'll be involved in customer onboarding activities, service monitoring, problem management, reporting and supporting the delivery of high-quality services across a portfolio of bespoke software solutions. The successful candidate will help ensure service performance remains aligned to customer expectations and SLAs while identifying opportunities to enhance processes, improve operational efficiency and deliver an exceptional customer experience.

• Manage and progress incidents, problems and service requests through to resolution
• Take ownership of problem records, ensuring long-standing issues are driven through to completion
• Support customer onboarding activities and project implementations
• Assist with change management and release management processes
• Manage and maintain service monitoring solutions
• Carry out capacity planning and trend analysis activities
• Produce, review and present customer-facing service reports
• Support the prioritisation of live defects and operational issues
• Validate and communicate software release notes to customers
• Work proactively with technical teams to ensure service availability and performance
• Conduct quality reviews of operational service activities
• Work closely with Product Managers to represent customer concerns and business impact
• Support delivery of non-functional customer requirements within an operational setting
• Manage and drive customer actions through to successful completion
• Contribute to continual service improvement initiatives

• Previous experience within a Service Desk, IT Support, Application Support or Technical Support role
• Experience working within an ITIL-based environment
• Experience operating against customer SLAs
• Strong customer service and stakeholder management skills
• Excellent written and verbal communication skills
• Strong Microsoft Office skills, including Excel, Outlook and Word
• Ability to explain technical concepts to non-technical users
• Strong organisational skills and attention to detail
• Ability to manage and prioritise multiple tasks effectively

• Application Support experience
• Experience with in a software development or SaaS environment
• Jira and/or Zendesk experience

• Experience with incident, problem and change management processes
• Experience using monitoring tools
• BI or reporting tool experience
• Experience supporting service reporting, capacity planning or trend analysis
• Supplier or vendor management experience
• Experience supporting software releases
• Knowledge of JavaScript or another Scripting