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For Companies At a Glance
- Tasks: Join our 1st Line Helpdesk Team to support customers with telephony and connectivity solutions.
- Company: CloudClevr is a growing company focused on innovative communication solutions.
- Benefits: Enjoy 25 days holiday, a birthday off, and access to various perks like sports club memberships.
- Why this job: Be part of a supportive team that values curiosity and making a difference for customers.
- Qualifications: Looking for problem-solvers with great communication skills; helpdesk experience is a plus.
- Other info: This role offers a chance to grow in a dynamic environment while helping customers succeed.
The predicted salary is between 28800 - 43200 £ per year.
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
- 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
- Comply with all Group Information Security policies, focusing on confidentiality, integrity, and availability of information assets
- 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 (Wakefield) employer: CloudClevr
Contact Detail:
CloudClevr Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Analyst - Comms (Wakefield)
✨Tip Number 1
Familiarise yourself with common telephony and connectivity issues. Understanding the basics of SIP/VoIP and UCaaS will give you a solid foundation to discuss your knowledge during the interview.
✨Tip Number 2
Practice your communication skills by engaging in role-play scenarios. This will help you articulate your thoughts clearly and build rapport, which is crucial for a customer-facing role like this.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of past experiences where you successfully resolved customer issues. Be ready to discuss your thought process and the steps you took to reach a solution.
✨Tip Number 4
Research CloudClevr's services and values. Understanding their approach to customer service and their growth plans will allow you to align your answers with what they are looking for in a candidate.
We think you need these skills to ace Helpdesk Analyst - Comms (Wakefield)
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.
Show Enthusiasm for the Role: Express your excitement about the opportunity to work at CloudClevr and contribute to their growth. Mention why you are drawn to the company’s culture and values, particularly around customer care and teamwork.
How to prepare for a job interview at CloudClevr
✨Show Your Problem-Solving Skills
Prepare to discuss specific examples of how you've tackled customer issues in the past. Highlight your thought process and the steps you took to resolve the problems, as this role requires a natural problem-solver.
✨Demonstrate Empathy and Communication
Practice articulating your thoughts clearly and empathetically. Since you'll be the first point of contact for customers, showcasing your ability to build rapport quickly will be crucial during the interview.
✨Familiarise Yourself with Relevant Technologies
Brush up on your knowledge of network troubleshooting, SIP/VoIP, and UCaaS telephony issues. Being able to speak confidently about these topics will show your technical curiosity and readiness for the role.
✨Understand the Company Culture
Research CloudClevr's values and culture. Be prepared to discuss how your personal values align with theirs, especially regarding customer care and teamwork, as they are looking for someone who fits well within their supportive and energetic team.
