Customer Service Analyst - IT Service Desk

Providing first-line support to internal and external users Managing cases through a ticketing system in line with SLAs Handling user queries from initial contact through to resolution Maintaining accurate system records and documentation Escalating issues where appropriate and ensuring timely follow-up Managing IT stock and asset records Working collaboratively with wider IT teams (Infrastructure, Security, PMO)

This is a customer service role in a technical environment. Previous IT experience is not essential - the focus is on strong communication skills, organisation, and a professional approach to service delivery., Previous experience in customer service, service desk, helpdesk or similar Strong written and verbal communication skills Comfortable working in a structured, process-driven environment Experience working to SLAs, KPIs or performance targets Good attention to detail and organisation Professional, reliable, and team-oriented Comfortable using IT systems and learning new tools

Technical (desirable, not essential) MacOS and iOS Microsoft and Google environments ITSM / ticketing systems Active Directory, MDM or endpoint tools

Hybrid working (2 days office, 3 days from home) Structured training and onboarding Supportive and professional team environment Opportunity to develop a career within IT

If you are a customer-focused professional looking to move into a technical environment with long-term progression, we would welcome your application.