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For Companies At a Glance
- Tasks: Provide first-line IT support, resolving user issues and managing incidents.
- Company: Cloud Gateway connects everything with innovative networking solutions and a customer-centric approach.
- Benefits: Join a rapidly growing team with opportunities for personal and professional development.
- Why this job: Perfect for tech enthusiasts eager to enhance their IT skills in a supportive environment.
- Qualifications: Customer service experience and basic IT knowledge are essential; ITIL familiarity is a plus.
- Other info: UK residency required; potential for SC and NPPV3 Clearance.
The predicted salary is between 24000 - 36000 £ per year.
Overview of Role
We are looking for a customer-focused and process-aware Service Desk Analyst to join our support team. In this role, you’ll act as the first point of contact for users experiencing IT-related issues, particularly those related to connectivity and access. You’ll play a crucial part in ensuring a smooth and professional service experience, helping to manage and resolve incidents in line with ITIL best practices.
This is a great opportunity for someone with a passion for customer service and a good understanding of IT support processes who is eager to grow their knowledge of IT service management and infrastructure support.
Responsibilities
User Support & Service Delivery
- Provide first-line support to users via the service desk platform, ensuring timely and courteous communication.
- Help users with access issues, connectivity problems, and service-related queries (e.g. VPN, remote access, authentication).
- Use established triage methods to route technical queries to the appropriate support teams where needed.
- Support the effective use of internal systems and applications by guiding users and offering clear, jargon-free assistance.
Incident & Request Management
- Log, categorise, and manage incidents and service requests in accordance with ITIL-aligned procedures and service level agreements (SLAs).
- Perform initial diagnosis to resolve common issues at first contact where possible.
- Collaborate with other teams (e.g., infrastructure, applications, network operations) to ensure seamless issue resolution.
- Support the Service Desk Manager role in accordance with ITIL-aligned procedures (incident management, problem management, change management).
Service Improvement & Documentation
- Maintain accurate and detailed records of all service desk interactions, resolutions, and escalations.
- Contribute to a user-friendly knowledge base to improve first-time fix rates and promote self-service.
- Highlight trends and recurring issues to support problem management and continuous service improvement.
Minimum Requirements of Role
- Previous experience in a customer service or IT service desk role.
- Familiarity with service management frameworks such as ITIL (formal certification is a plus but not required).
- Basic knowledge of common IT services (e.g. internet connectivity, remote access, email, and authentication).
- Comfortable using ticketing and support systems (e.g. FreshService, Jira, ServiceNow).
- Strong interpersonal and communication skills, with a clear focus on delivering high-quality customer experiences.
- Willingness to develop technical understanding and grow within a service-oriented IT function.
Other Points to Note
- You must be a UK resident to apply for this role.
- Potential requirement for attaining SC and NPPV3 Clearance.
About Cloud Gateway
Cloud Gateway was founded in 2017 with a singular vision: Connect Anything to Everything Immediately .
Cloud Gateway was born from a shared frustration that networking was being left behind. Amongst the clamour to embrace cloud technology, little thought was being given to existing on-prem operations, and even less to the corporate network connecting everything together. Expensive vendor contracts, long lead times, and poor service are still prevalent in the telecommunications sector.
Cloud Gateway is a boutique MSP provider, combining best-of-breed technology with deep network and security expertise. We are the only tech-enabled MSP in the UK market, providing public and private sector customers with a platform to view and monitor their network and security infrastructure, along with the flow of data. Our connectivity and security solutions eliminate the bottlenecks that stifle innovation and digital transformation.
The business is experiencing rapid growth and plans to accelerate this success in 2025 and beyond. We have an ambitious product roadmap and are building a team that can execute our growth strategy.
We passionately believe that our people are the greatest asset we have. Everyone in the business has an important role to play and we’re committed to supporting the development and progression of all our staff.
Company values
We are looking for an individual that understands and reflects our core values, which are;
- Fearlessly Innovate
- Learn and Adapt
- Customer-centric Excellence
- Empowerment & Ownership
Registering Interest
If you are interested in applying for this role, please contact Jo Hoggarth.
Service Desk Analyst employer: Cloud Gateway
Contact Detail:
Cloud Gateway Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily relies on them. Understanding the framework will not only help you in the interview but also demonstrate your commitment to delivering high-quality service.
✨Tip Number 2
Brush up on your customer service skills. Since you'll be the first point of contact for users, showcasing your ability to communicate clearly and empathetically can set you apart from other candidates.
✨Tip Number 3
Gain a basic understanding of common IT services like VPNs and remote access. Being able to discuss these topics confidently during your interview will show that you're proactive and ready to tackle user issues.
✨Tip Number 4
Research Cloud Gateway and its values. Aligning your personal values with theirs, such as customer-centric excellence and empowerment, can help you make a strong impression during the application process.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Desk Analyst. Familiarise yourself with ITIL best practices and how they relate to user support and incident management.
Tailor Your CV: Highlight your previous experience in customer service or IT service desk roles. Emphasise any familiarity with ITIL frameworks and your ability to handle common IT services like connectivity and remote access.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your eagerness to grow within the IT service management field. Mention specific examples of how you've successfully resolved user issues in the past.
Showcase Communication Skills: Since strong interpersonal and communication skills are crucial for this role, ensure that your application reflects your ability to communicate clearly and effectively. Use straightforward language and avoid jargon.
How to prepare for a job interview at Cloud Gateway
✨Understand ITIL Principles
Familiarise yourself with ITIL best practices, as this role heavily relies on them. Be prepared to discuss how you have applied these principles in previous roles or how you plan to implement them in your work.
✨Showcase Customer Service Skills
Since this position is customer-focused, highlight your experience in providing excellent customer service. Share specific examples of how you've resolved user issues and ensured a positive experience.
✨Demonstrate Technical Knowledge
Brush up on common IT services like VPNs, remote access, and authentication. Be ready to answer questions about these topics and explain how you would assist users facing related issues.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of examples where you've successfully triaged incidents or collaborated with other teams to resolve issues efficiently.