At a Glance
- Tasks: Be the first point of contact for customers, resolving queries and incidents with empathy.
- Company: Join Glide, a leading provider of fast and reliable connectivity solutions.
- Benefits: Enjoy a competitive salary, private medical insurance, and 25 days holiday plus your birthday off.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact in customer service while shaping the future of connectivity.
- Qualifications: Experience in customer service and using service management systems is a plus.
The predicted salary is between 25000 - 25000 £ per year.
At Glide, we're dedicated to providing leading, lightning-fast, and reliable solutions for students, residential developers and businesses. We believe that without reliable connectivity, it feels like moving backwards, but with Glide, we aim to propel you forward.
As the demand for a digital lifestyle continues to grow, so does the opportunity for delivering exceptional Wi-Fi and fibre services. With our rating on Trustpilot as ‘great’ and our recent ranking as the 4th best company in Data Infrastructure, Glide is leading the charge.
But to achieve our mission, we need your help. We're actively recruiting for a Service Desk Analyst to show a passion for customer service excellence and take ownership of all customer incidents, queries and escalations. Join us in shaping the future of connectivity!
Your passion for handling service incidents, queries and complaints and having a “can-do” attitude will be your most important attribute, but the following experience will also help:
- Experience in using a Service Management system to manage incidents and track performance.
- A strong ability to utilise active listening, analysing and understanding the needs of the customer.
- Customer Service experience, handling service incidents, queries, and complaints.
- Able to work rotational and varying shift patterns covering business needs from 07:00 – 23:00 7 days per week, 365 days per year.
Location: Birmingham
Contract: Full Time, Permanent
Salary: £25,000
Key Benefits: Pension, Private Medical Insurance, 25 days holiday (plus bank holidays & an extra day for your birthday), Discounted dental and gym schemes, Voucher scheme, Cycle 2 Work, Life assurance, Monthly values awards.
Your role as a Service Desk Analyst: Glide’s technology solutions transform the way people live and work, and you will be a critical part of that. A typical day might include:
- Acting as the first point of contact for Glide customers, responding positively, professionally and with empathy.
- Responding to customer incidents and requests, via telephone, email, live chat and social media, providing triage and troubleshooting to ensure that first contact resolution and/or first-time fix is achieved where possible.
- Case ownership, ensuring that customers are kept informed of progress, tracking and escalating issues as and when necessary.
Sounds good, right? Apply now as we are actively reviewing applications and arranging interviews.
A diverse and inclusive place to work: At Glide, we believe that diversity and inclusion are fundamental to our success. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. As a business, this diversity helps us to better reflect and understand our customers’ needs.
We are proud to be an equal opportunity employer and do not discriminate against any employee or applicant based on race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by law. We are dedicated to ensuring equal employment opportunities for all and providing a work environment free from discrimination and harassment.
We welcome applications from all qualified candidates and are committed to providing reasonable adjustments to ensure that everyone has a fair chance to succeed. If you require any accommodations during the recruitment process, please email hr@glide.co.uk.
Service Desk Analyst in Birmingham employer: Glide
At Glide, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and inclusion. As a Service Desk Analyst in Birmingham, you'll enjoy competitive benefits such as private medical insurance, generous holiday allowances, and opportunities for personal growth within a supportive team environment. Join us in our mission to revolutionise connectivity while enjoying a fulfilling career with a company that values your contributions and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Glide. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Glide before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Glide:Your cover letter is your chance to shine! Tell us why you want to work at Glide specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Glide!
How to prepare for a job interview at Glide
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
