Helpdesk Analyst - Comms
Helpdesk Analyst - Comms

Helpdesk Analyst - Comms

Wakefield Full-Time 28800 - 43200 £ / year (est.) Home office (partial)
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At a Glance

  • Tasks: Join our Helpdesk Team as the first point of contact for customer support.
  • Company: CloudClevr is a growing company focused on telephony and connectivity solutions.
  • Benefits: Enjoy 25 days holiday, a birthday off, and access to various perks and health schemes.
  • Why this job: Be part of a supportive team that values curiosity and making a difference.
  • Qualifications: Looking for problem-solvers with excellent communication skills and a customer-first attitude.
  • Other info: Ideal for those who thrive in an agile environment and want to make an impact.

The predicted salary is between 28800 - 43200 £ per year.

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
  • 1st Line Support
    • 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
  • Information Security
    • Comply with all Group Information Security policies, focusing on confidentiality, integrity, and availability of information assets
  • Health & Safety
    • 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.

    Helpdesk Analyst - Comms employer: CloudClevr

    CloudClevr is an exceptional employer that prioritises employee well-being and growth, offering a vibrant work culture where curiosity and ownership are celebrated. As a Helpdesk Analyst, you'll enjoy comprehensive benefits including generous holiday allowances, a supportive team environment, and opportunities for professional development, all while making a meaningful impact in a rapidly growing company. Join us in a role that not only values your contributions but also fosters a strong sense of community and customer care.
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    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 boost your confidence but also help you engage in meaningful conversations during interviews.

    ✨Tip Number 2

    Practice your communication skills by role-playing customer interactions. This will prepare you to handle real-life scenarios with empathy and professionalism, which are crucial for a Helpdesk Analyst.

    ✨Tip Number 3

    Research CloudClevr's services and values. Being knowledgeable about the company will allow you to tailor your responses and demonstrate your genuine interest in the role during any discussions.

    ✨Tip Number 4

    Network with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and the expectations for the Helpdesk Analyst role, giving you an edge in your application.

    We think you need these skills to ace Helpdesk Analyst - Comms

    Customer Service Skills
    Problem-Solving Skills
    Technical Troubleshooting
    Communication Skills
    Ticket Management
    Empathy
    Time Management
    Attention to Detail
    Ability to Work Independently
    Knowledge of SIP/VoIP
    Familiarity with Unified Communications
    Agile Mindset
    Collaboration Skills
    Information Security Awareness

    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.

    Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Helpdesk Analyst role.

    How to prepare for a job interview at CloudClevr

    ✨Show Your Problem-Solving Skills

    As a Helpdesk Analyst, you'll need to demonstrate your ability to troubleshoot and resolve issues. Prepare examples of past experiences where you successfully solved customer problems, highlighting your methodical approach and the positive outcomes.

    ✨Emphasise Customer Focus

    This role requires a strong customer-first attitude. During the interview, share instances where you went above and beyond for a customer, showcasing your empathy and commitment to providing excellent service.

    ✨Communicate Clearly and Confidently

    Excellent communication skills are crucial for this position. Practice articulating your thoughts clearly and confidently, both verbally and in writing. Consider doing mock interviews to refine your delivery and build rapport with the interviewer.

    ✨Familiarise Yourself with Relevant Technologies

    Having knowledge of network troubleshooting, SIP/VoIP, and UCaaS telephony will give you an edge. Brush up on these topics before the interview, and be ready to discuss any relevant experience you have in these areas.

    Helpdesk Analyst - Comms
    CloudClevr
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    • Helpdesk Analyst - Comms

      Wakefield
      Full-Time
      28800 - 43200 £ / year (est.)

      Application deadline: 2027-06-24

    • C

      CloudClevr

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