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For Companies At a Glance
- Tasks: Join our Helpdesk Team to support customers with telephony and connectivity solutions.
- Company: CloudClevr is a growing company focused on innovative communication solutions.
- Benefits: Enjoy 25 days holiday, a pension scheme, and access to various perks like sports club memberships.
- Why this job: Be part of a supportive team that values curiosity and making a difference in customer experience.
- Qualifications: Looking for problem-solvers with strong communication skills and a customer-first attitude.
- Other info: This role offers opportunities for growth and development in a dynamic environment.
The predicted salary is between 30000 - 42000 £ per year.
About the Role
This is a fantastic opportunity to join CloudClevr during a period of growth and development. We’re looking for a proactive and customer-focused Helpdesk Analyst to join our 1st Line Helpdesk Team. You’ll be the first point of contact for customers seeking support with our business telephony, unified communications, and connectivity solutions. This is a front-line role where empathy, urgency, and technical curiosity are key to your success. If you’re someone who enjoys problem-solving, cares about the customer experience, and thrives in an agile environment we’d love to hear from you.
Key Responsibilities
- Triage & Ticket Management
- Accurately triage and classify incoming customer requests in line with internal policies
- Ensure appropriate assignment and prioritisation of tickets
- Promptly escalate major incidents with support from the line manager
- Log incidents and service requests received via phone, email, or web portal
- Deliver timely and professional responses to customer issues
- Troubleshoot issues methodically, capturing all relevant information
- Own incidents and requests through to resolution, escalating where necessary
- Action approved change requests for customers
- Prioritise and manage multiple open tickets, ensuring SLA adherence
- Collaborate with other teams to ensure smooth service delivery
- Comply with all Group Information Security policies, focusing on confidentiality, integrity, and availability of information assets
- Take reasonable care for your own health and safety and that of colleagues who may be affected by your actions
What We’re Looking For
- A natural problem-solver with a positive, customer-first attitude
- Excellent communication skills – both verbal and written – with the ability to build rapport quickly
- Strong self-motivation and ability to work independently with a focus on doing the right thing for the customer
- Confidence in dealing with customers professionally and empathetically
- Experience working in a service desk/helpdesk environment preferred
- Familiarity with troubleshooting network, connectivity, SIP/VoIP, and UCaaS telephony issues would be an advantage
What You’ll Get in Return
- 25 days holiday (rising to 28 with service) + your birthday off
- Holiday purchase scheme
- Company pension scheme
- Life assurance
- Access to Perkbox, Bonusly, Wisdom App, T2 Hub, and more
- Cycle to Work, Tech Scheme, and Benevolent Health (all salary sacrifice)
- Eye care and flu jab cover
- Sports club membership support
- A culture that celebrates curiosity, ownership, and making a difference
- A team that’s supportive, energetic, and passionate about what we do
If you’re ready to make a real impact in a growing company and want to be part of a team that genuinely cares about its customers and its people apply now and let’s start the conversation.
Contact Detail:
CloudClevr Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Analyst - Comms
✨Tip Number 1
Familiarise yourself with common telephony and connectivity issues. Understanding the basics of SIP/VoIP and UCaaS will not only help you in interviews but also demonstrate your technical curiosity and readiness for the role.
✨Tip Number 2
Practice your communication skills by engaging in mock customer service scenarios. Being able to convey empathy and urgency in your responses is crucial, so consider role-playing with a friend or using online resources to refine your approach.
✨Tip Number 3
Research CloudClevr’s services and values. Showing that you understand their business model and customer focus during your conversations can set you apart from other candidates and highlight your genuine interest in the company.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews and understanding how to align your skills with their needs.
We think you need these skills to ace Helpdesk Analyst - Comms
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in helpdesk or customer support roles. Emphasise skills like problem-solving, communication, and any technical knowledge related to telephony or connectivity solutions.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer-first attitude and your ability to handle technical issues. Mention specific examples of how you've successfully resolved customer problems in the past.
Highlight Relevant Skills: In your application, clearly outline your skills that match the job description, such as triage and ticket management, troubleshooting abilities, and familiarity with SIP/VoIP technologies. Use keywords from the job listing to make your application stand out.
Show Enthusiasm for the Role: Express your excitement about the opportunity to work at CloudClevr and contribute to their growth. Mention why you are drawn to their company culture and how you align with their values of curiosity and ownership.
How to prepare for a job interview at CloudClevr
✨Show Your Customer-Focused Attitude
As a Helpdesk Analyst, your ability to empathise with customers is crucial. During the interview, share examples of how you've successfully resolved customer issues in the past, highlighting your proactive approach and commitment to customer satisfaction.
✨Demonstrate Technical Curiosity
CloudClevr values technical curiosity, especially regarding telephony and connectivity solutions. Be prepared to discuss any relevant experience you have with troubleshooting network or VoIP issues, and express your eagerness to learn more about these technologies.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to manage multiple tickets. Practice responding to hypothetical scenarios where you need to triage requests or escalate incidents, showcasing your methodical approach and prioritisation skills.
✨Communicate Clearly and Confidently
Strong communication skills are essential for this role. During the interview, focus on articulating your thoughts clearly and confidently. Use examples to illustrate your points, and ensure you listen actively to the interviewers' questions to build rapport.
