At a Glance
- Tasks: Provide first-line support for users and resolve technical issues efficiently.
- Company: Join a professional services team in Ellesmere Port with a focus on customer satisfaction.
- Benefits: Competitive salary, opportunities for growth, and a dynamic work environment.
- Other info: Fast-paced role with excellent collaboration and career advancement opportunities.
- Why this job: Make a real difference by helping users and improving service quality.
- Qualifications: Experience with Microsoft 365 and ITSM tools; strong communication skills required.
The predicted salary is between 31500 - 38500 £ per year.
The Helpdesk Analyst role sits within a professional services environment, providing first-line support for internal and external users of bespoke systems and client-facing portals. Success is measured by resolving issues within SLA targets, maintaining strong customer satisfaction, and increasing first contact resolution.
The role also supports continuous improvement by identifying recurring issues and contributing to knowledge base updates and service enhancements. The role requires understanding how to log, track, and elevate incidents using ITSM tools such as Freshservice, alongside a structured and methodical approach to troubleshooting.
Analysts manage user accounts and access permissions, support basic IT setup (devices, peripherals, connectivity), and ensure high standards of data quality across systems. They must also understand when escalation is required and how system issues impact wider professional services operations.
Work involves supporting users through clear, professional communication, resolving basic technical issues, and prioritising a high volume of requests effectively. Analysts also support onboarding and access requests, contribute to identifying trends in recurring issues, and assist with user acceptance testing where required. Flexibility and responsiveness are key to maintaining service continuity.
The role requires confidence with Microsoft 365 (Outlook, Word, Excel) and Windows operating systems, with experience in ITSM tools and modern web browsers being beneficial. Behaviourally, the role requires a calm, customer-focused approach, taking ownership of issues through to resolution. Strong collaboration is expected across teams, alongside reliability, accuracy, and accountability. Analysts should be adaptable, organised, and comfortable working in a structured but fast-paced environment.
- Clear and professional communication with users and stakeholders
- Accurate logging, updating, and management of ITSM tickets
- Basic troubleshooting of hardware, software, and connectivity issues
- User account setup, access management, and data accuracy checks
- Ability to prioritise and manage multiple requests in a high-volume environment
- Identification of recurring issues and support for trend analysis
- Support for user onboarding and access requests
- Collaboration with technical teams and participation in UAT activities
- Use of Microsoft 365 (Outlook, Word, Excel)
- Confidence using Windows operating systems
- Familiarity with ITSM tools (e.g. Freshservice) and web browsers (desirable)
Help Desk Analyst in Ellesmere Port employer: Adele Carr Recruitment Limited
Adele Carr offers an exceptional remote working environment for the Partnership Development Manager role, providing employees with the flexibility to work from anywhere in the UK while being part of a dynamic international team. With a strong focus on employee growth and a generous benefits package including 34 days of annual leave and a competitive commission scheme, this high-growth SaaS company fosters a culture of autonomy and innovation, making it an attractive employer for those seeking meaningful and rewarding careers in the tech industry.
Contact Details:
Adele Carr Recruitment Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Analyst in Ellesmere Port
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adele Carr Recruitment Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adele Carr Recruitment Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Help Desk Analyst in Ellesmere Port
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adele Carr Recruitment Limited:Your cover letter is your chance to shine! Tell us why you want to work at Adele Carr Recruitment Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adele Carr Recruitment Limited!
How to prepare for a job interview at Adele Carr Recruitment Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
