Helpdesk Analyst - Comms

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

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