At a Glance
- Tasks: Support critical software services and resolve operational issues for customers across the UK.
- Company: Join a growing tech business focused on service excellence and innovation.
- Benefits: Enjoy a competitive salary, discretionary bonus, healthcare, and hybrid working.
- Other info: Dynamic role with opportunities for career development and regular team events.
- Why this job: Make a real impact in a collaborative environment while enhancing your technical skills.
- Qualifications: Experience in IT support or service desk roles with strong customer service skills.
The predicted salary is between 36000 - 36000 £ per year.
Location: Poole - Hybrid (4DPW On-Site)
Salary: £30-36K Per Annum
Benefits: Discretionary bonus, healthcare, pension, life assurance, hybrid working, career development, and regular team events
The Client:
We are partnering with a growing technology business delivering complex software solutions to customers across the UK. With an established customer base, a strong market presence and a focus on service excellence, they are looking to strengthen their Service team with the addition of a Service Desk Analyst.
This is an opportunity to join a collaborative organisation where you'll have real ownership, exposure to a variety of technologies and the chance to contribute to both operational improvements and key business projects.
The Candidate:
You will have experience working within a Service Desk, Application Support, IT Support or Technical Support environment, ideally within a software, SaaS or technology-led business. You'll be customer-focused, highly organised and comfortable managing multiple priorities in a fast-paced environment. Experience working within ITIL-based processes, handling incidents, problems and service requests is essential, alongside the ability to communicate effectively with both technical and non-technical stakeholders.
We're looking for someone who combines strong technical capability with a genuine passion for customer service. You'll take ownership of issues, enjoy solving problems and have a proactive approach to service delivery, stakeholder engagement and continual service improvement.
The Role:
We're looking for a proactive and customer-focused Service Desk Analyst to support the delivery of critical software services used by customers across the UK. Working closely with the Service Manager, Product Managers and wider technical teams, you'll play a key role in maintaining service quality, resolving operational issues and driving continual service improvements.
This is a varied role combining service operations, customer support, service reporting and operational improvement responsibilities. You'll be involved in customer onboarding activities, service monitoring, problem management, reporting and supporting the delivery of high-quality services across a portfolio of bespoke software solutions.
The successful candidate will help ensure service performance remains aligned to customer expectations and SLAs while identifying opportunities to enhance processes, improve operational efficiency and deliver an exceptional customer experience.
Key Duties:
- Manage and progress incidents, problems and service requests through to resolution
- Take ownership of problem records, ensuring long-standing issues are driven through to completion
- Support customer onboarding activities and project implementations
- Assist with change management and release management processes
- Manage and maintain service monitoring solutions
- Carry out capacity planning and trend analysis activities
- Produce, review and present customer-facing service reports
- Support the prioritisation of live defects and operational issues
- Validate and communicate software release notes to customers
- Work proactively with technical teams to ensure service availability and performance
- Conduct quality reviews of operational service activities
- Work closely with Product Managers to represent customer concerns and business impact
- Support delivery of non-functional customer requirements within an operational setting
- Manage and drive customer actions through to successful completion
- Contribute to continual service improvement initiatives
Requirements:
- Previous experience within a Service Desk, IT Support, Application Support or Technical Support role
- Experience working within an ITIL-based environment
- Experience operating against customer SLAs
- Strong customer service and stakeholder management skills
- Excellent written and verbal communication skills
- Strong Microsoft Office skills, including Excel, Outlook and Word
- Ability to explain technical concepts to non-technical users
- Strong organisational skills and attention to detail
- Ability to manage and prioritise multiple tasks effectively
Nice to Have (Not Essential):
- Application Support experience
- Experience within a software development or SaaS environment
- Jira and/or Zendesk experience
- Experience with incident, problem and change management processes
- Experience using monitoring tools
- BI or reporting tool experience
- Experience supporting service reporting, capacity planning or trend analysis
- Supplier or vendor management experience
- Experience supporting software releases
- Knowledge of JavaScript or another Scripting language
To apply for Service Desk Analyst Permanent job, please click the button below and submit your latest CV.
Curo Services endeavours to respond to all applications, however this may not always be possible during periods of high volume. Thank you for your patience.
Curo Services is a trading name of Curo Resourcing Ltd and acts as an Employment Business for contract and temporary recruitment as well as an Employment Agency in relation to permanent vacancies.
Service Desk Analyst - Poole - Hybrid (4 DPW On-Site) employer: Curo Services
Join a dynamic technology business in Poole as a Service Desk Analyst, where you'll enjoy a hybrid working model and a supportive work culture that prioritises employee growth and development. With competitive benefits including a discretionary bonus, healthcare, and regular team events, this role offers the chance to make a meaningful impact while collaborating with a passionate team dedicated to service excellence and operational improvements.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst - Poole - Hybrid (4 DPW On-Site)
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Curo Services values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Curo Services might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Curo Services!
✨Direct Apply to Curo Services
Let's not forget to apply directly through the Curo Services website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Analyst - Poole - Hybrid (4 DPW On-Site)
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Curo Services.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Curo Services. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Curo Services
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
