At a Glance
- Tasks: Help customers with tech issues and improve service delivery in a dynamic environment.
- Company: Join a growing tech business focused on innovative software solutions.
- Benefits: Earn up to £35,000, enjoy healthcare, life assurance, and career development.
- Other info: Enjoy a modern office, team-building events, and opportunities for ongoing learning.
- Why this job: Make a real difference by enhancing customer experiences and driving service improvements.
- Qualifications: Experience in IT support and strong communication skills are essential.
The predicted salary is between 35000 - 35000 £ per year.
Service Desk Analyst
Location
Poole – 4 days per weekon site
Salary
- Up to £35,000 per annum
- We’re looking for a proactive and customer-focused
Service Desk Analyst to join a growing technology business specialising in software solutions.
This is a varied role where you’ll help maintain high service standards, manage customer issues and work closely with internal technical and project teams to continually improve service delivery.
Key Responsibilities
- Manage and drive problem records through to resolution.
- Monitor service performance, system capacity and trends.
- Produce and present customer-facing service reports.
- Support customer onboarding and new project implementations.
- Work closely with technical teams and product managers to resolve issues and improve services.
- Monitor SLAs, customer actions and service quality.
- Identify opportunities for continual service improvement.
- What We’re Looking For
- Experience in a technical customer service or IT support environment.
- Understanding of ITIL processes and working to customer SLAs.
- Strong communication skills, with the ability to explain technical information to non-technical stakeholders.
- Good knowledge of Microsoft Office, particularly Excel and Word.
- Excellent organisational skills and attention to detail.
- A proactive, analytical approach with the ability to manage competing priorities.
Desirable
Experience with application support, Jira, Zendesk, change/problem management, BI tools or software development environments.
What’s on Offer?
- Company-funded healthcare plan.
- Life assurance and company pension.
- 2 paid volunteer days per year.
- Career development and ongoing learning opportunities.
- Modern office environment and friendly team.
- Regular team-building and social events.
Please note
This role is based in Poole, with a minimum of 4 days per week in the office. Candidates must have long-term right to work in the UK.
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Service Desk Analyst in Poole employer: Morson Group
Morson Group is an exceptional employer, recognised as one of the UK's Best Big Companies to work for, offering a supportive family-run culture that prioritises employee well-being and development. With 26 days of holiday, bespoke training programmes, and comprehensive mental health support, employees are empowered to grow and thrive in their roles, particularly within the dynamic Payroll team at our Salford office.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Poole
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Morson Group. 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 Morson Group 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 Poole
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 Morson Group:Your cover letter is your chance to shine! Tell us why you want to work at Morson Group 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 Morson Group!
How to prepare for a job interview at Morson Group
✨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.
