At a Glance
- Tasks: Be the first point of contact for clients, delivering top-notch customer service.
- Company: Whitespace Work Software, a leader in waste and environmental solutions in the UK.
- Benefits: Enjoy 25 days holiday, private healthcare, and a contributory pension scheme.
- Other info: Hybrid role with opportunities for ongoing training and professional development.
- Why this job: Kickstart your career in customer support while building technical skills in a supportive environment.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
To apply for this role contact sarah. edwards@whitespacews. com
The Company
Whitespace Work Software is the leading provider of waste and environmental solutions in the UK.
Our software supports more than 120 local authorities and public‑sector contractors, helping them deliver efficient, compliant and customer‑focused waste and environmental services.
Job Purpose
As a Support Desk Analyst, you will be the first point of contact for our nationwide client base, playing a key role in delivering excellent customer service and building strong customer relationships.
Working closely with 2nd‑line technical support, implementation experts, and our Sys Ops team, your responsibilities will be closely aligned with the success of our BAU (Business as Usual) support processes.
Who this role is ideal for
This role is ideal for someone at the early stages of their career in customer support or service desk services.
You may already have experience in a customer service, helpdesk or service desk environment and be looking to build your technical skills and develop a long‑term career in software support.
Principal Duties and Responsibilities
- Complete 1st‑line triage of Service Desk Tickets within documented SLAs (Service Level Agreements).
- Take ownership of customer incidents through to resolution or appropriate escalation, ensuring customers are kept informed throughout.
- Receive direct telephony‑based communications from the client base via our Service Desk contact number.
- Initiate direct telephone communications with the client base to gather information, provide updates, and acknowledge escalations.
- Liaise with 2nd Support Teams (internal and external) and provide knowledge and support as required to facilitate issue resolution.
- Participate in weekly internal reviews with the Sales & Professional service teams, raising trends and escalations as necessary.
- Use Jira Service Desk to maintain reporting dashboards for Sys Ops & Development.
- Utilise Jira Service Desk to maintain issue trend analysis information for both internal and external use.
- Utilise Jira Service Desk to maintain SLA tracking and operational reports.
- Proactively manage the Customer Upgrade programme, including communications, information gathering and obtaining customer sign‑off.
Skills and Experience
- Previous Customer Service Experience and the ability to provide examples of times when you have had to remain calm under pressure.
- Excellent written and verbal communication skills.
This role involves regular communication with customers by telephone and email, requiring clear, accurate and professional written responses.
- Strong organisational skills, with the ability to prioritise, multitask and manage competing workloads effectively.
- Experience of working as part of a team, liaising with technical and non‑technical personnel.
- Strong attention to detail, with the ability to accurately record and maintain customer information.
- A proactive approach to problem‑solving and confidence to investigate issues before escalating where appropriate.
- Confident Microsoft Office user, including email, Word, and Excel.
- Experience of working within or with Local Government Departments.
- Experience with Jira.
Working Hours
This is a hybrid role, based on a Monday–Friday fortnightly working hours rota:
As part of the hybrid role, 1–2 days a week are expected to be spent working from Whitespace Work Software’s Head Office in Godalming.
Compensation and Benefits
- Annual discretionary bonus
- 25 days’ holiday + bank holidays (with option to purchase more)
- Contributory pension scheme
- Private healthcare and life insurance
- Free on‑site parking
- Regular company social and team‑building events
- Ongoing training and professional development
- #J-18808-Ljbffr
Support Desk Analyst employer: Whitespace Work Software
Whitespace Work Software is an exceptional employer, offering a supportive work culture that prioritises employee growth and development. As a Support Desk Analyst, you will benefit from ongoing training, a generous holiday allowance, and a hybrid working model that promotes work-life balance, all while contributing to meaningful environmental solutions in the UK. With regular team-building events and a focus on customer service excellence, you'll find a rewarding career path in a company that values its employees.
StudySmarter Expert Advice🤫
We think this is how you could land Support Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Whitespace Work Software. 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 Whitespace Work Software 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 Support Desk Analyst
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 Whitespace Work Software:Your cover letter is your chance to shine! Tell us why you want to work at Whitespace Work Software 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 Whitespace Work Software!
How to prepare for a job interview at Whitespace Work Software
✨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.
