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- Tasks: Be the first point of contact for customer support and resolve queries efficiently.
- Company: Join ClearCourse, a fast-growing tech group in retail and hospitality.
- Benefits: Enjoy 25 days holiday, hybrid work, and a supportive team environment.
- Why this job: Develop your technical skills while helping customers and making a real impact.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Great career progression opportunities and a collaborative team culture.
The predicted salary is between 25000 - 30000 £ per year.
Location: Waterlooville, Hampshire
Working pattern: Full-time, office-based for the first 3 months, hybrid thereafter
Hours: 37.5 hours per week between core hours of 8.30am - 5.30pm
Additional: Weekend and Bank Holiday working on a rota basis
About the role
We are looking for a Support Desk Analyst to join our growing support team, playing a key role in delivering excellent service to our customers. You will be the first point of contact for incoming queries, supporting customers by phone, email, and ticketing system, and helping to resolve issues across our EPOS, Back Office, and Web systems. This is a great opportunity for someone who enjoys helping people, takes pride in seeing issues through to resolution, and wants to develop their technical and customer support skills in a structured environment. You will work closely with customers, colleagues, and third-party partners, ensuring issues are handled efficiently and professionally. The role is based full time in our Waterlooville office for the first 3 months, moving to a hybrid working model once probation is successfully completed.
What you will be doing
- Acting as the first point of contact for customer support queries
- Logging, managing, and progressing tickets via phone, email, and ticketing systems
- Troubleshooting and resolving customer issues efficiently and professionally
- Keeping customers informed with clear and timely updates
- Working closely with internal teams and third-party providers to resolve issues
- Ensuring tickets are managed in line with agreed SLAs
- Building a strong understanding of our customers, products, and systems
- Taking ownership of tickets from initial contact through to resolution
- Contributing to internal documentation and knowledge bases
Requirements
- Experience in a customer-facing role
- Confidence using computers, ideally in a retail or software support environment
- Strong communication skills and a helpful, professional manner
- Good organisation and time management skills
- Ability to prioritise work in a fast-paced environment
- Comfortable identifying when issues need to be escalated
- A proactive approach and willingness to learn
Nice to have
- Experience in a software or technical support role
- Exposure to ticketing or incident management systems
- Experience working in a busy retail environment
- Awareness of ITIL or similar service management frameworks
- IT qualifications or exposure to SQL
Why join us
You will be joining a supportive, collaborative team within ClearCourse, a fast-growing group of technology companies building software and payments solutions for the retail and hospitality sectors. We invest in our people, support long-term development, and offer a working environment where you can build a meaningful career.
Benefits
- 25 days holiday plus bank holidays
- Your birthday off
- Hybrid working after probation
- Pension scheme
- Life assurance
- Health cash plan
- Access to mental health and wellbeing support
- Cycle to Work scheme
- Perkbox benefits and discounts
- Paid volunteering days
- Training, development, and clear progression opportunities
Service Desk Analyst in Waterlooville employer: ClearCourse
Contact Detail:
ClearCourse Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Waterlooville
✨Tip Number 1
Get to know the company before your interview! Research their values, products, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Support Desk Analyst, you'll need to convey information clearly. Try role-playing common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Be ready to demonstrate your problem-solving skills. Think of examples from your past experiences where you successfully resolved issues. This will show that you can handle the challenges of the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Service Desk Analyst in Waterlooville
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer-facing roles. We want to see how your skills align with the Support Desk Analyst position, so don’t be shy about showcasing your tech-savvy side!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about helping customers and how you can contribute to our team. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Communication Skills: Since you'll be the first point of contact for our customers, it's crucial to demonstrate your strong communication skills. Whether it’s in your CV or cover letter, let us know how you keep things clear and concise when dealing with queries.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at ClearCourse
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Support Desk Analyst. Familiarise yourself with common customer queries and issues related to EPOS, Back Office, and Web systems. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Show Off Your Communication Skills
As a Support Desk Analyst, you'll need to communicate effectively with customers and colleagues. Practice explaining technical concepts in simple terms, and be ready to showcase your ability to keep customers informed with clear updates. A friendly and professional manner goes a long way!
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific customer issues or scenarios. Think of examples from your past experiences where you've successfully resolved problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving skills.
✨Demonstrate Your Willingness to Learn
The company values a proactive approach and a desire to learn. Be prepared to discuss how you've developed your skills in previous roles and express your enthusiasm for growing within the company. Mention any relevant IT qualifications or experiences that could set you apart from other candidates.