About the role:
We are seeking a proactive and highly motivated Customer Helpdesk Analyst to join our Managed Services business.
The successful applicant will join a team responsible for designing, deploying and supporting IT and application environments for multiple high-profile customers. We ensure the availability, reliability, security, and performance of our customers’ critical infrastructure.
As a Customer Helpdesk Analyst, the successful candidate will be responsible for providing high quality 1st line IT support, diagnosing, resolving, and triaging issues. They will ensure that all IT service requests and incidents are logged, prioritised, and escalated efficiently using ITSM tools, maintaining a structured approach to meet agreed service levels. Strong IT systems knowledge is not required, as this role does not involve desktop support.
Essential qualities are a passion for great service, meticulous attention to detail and the ability to use limited information to make decisions. Additionally, the successful candidate will collaborate with internal and external teams to improve service delivery, contribute to process enhancements, and maintain accurate documentation to support knowledge-sharing initiatives.
What will you be doing:
- Take calls, answer emails, and correspond with customers using our IT Service Management tool.
- Monitor support ticket queues to ensure tickets are actioned in line with established SLAs.
- Troubleshoot and resolve common issues, including password resets, account lockouts, and user administration.
- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
- Escalate potential service and security issues.
- Communicate effectively with a range of stakeholders, keeping them updated on progress and ensuring satisfaction.
- Create and maintain Knowledge Articles to ensure seamless customer service delivery.
- Identify opportunities for automation to reduce manual tasks.
- Diligently adhere to change control process and promote best practices.
- Work flexibly in a rota to cover 8am to 6pm Monday to Friday. The rota is an alternating weekdays shift pattern: 8am – 4pm / 10am – 6pm
What are we ideally looking for?
- Experience within a Service Desk/Customer Services Support role
- Experience in the use of Atlassian tools would be advantageous
- Proficient with service desk systems and workflows
- Customer centric, support focused with experience in a support environment
- A proactive problem-solver who thrives under pressure and looks to new ideas and improvements of ways of working
- Excellent verbal and written communication skills, with a customer-focused approach
- A self-motivated team player with a drive to excel
- UK residency is required, along with Security Clearance (SC). If you do not currently hold SC, you must be willing to go through security clearance checks to achieve Security Clearance status.
Sounds like a great opportunity? Want to find out more and apply?
Please apply with your CV and a covering letter, stipulating how you meet this criteria to careers@keysource.co.uk or complete the form below.
Disclaimer: Statistically, women are less likely to apply for a job if they don’t meet all criteria. If you don’t tick all the boxes but think you would be a great fit for the role, we want to hear from you!
At Keysource, we are committed to creating an inclusive and accessible workplace for all. We understand that everyone has unique needs, and we strive to accommodate them through reasonable adjustments. If you require any reasonable adjustments to participate in our recruitment process, please don’t hesitate to reach out by emailing careers@keysource.co.uk. Please remember, you only need to share what you are comfortable to for us to support your request. Your success is important to us, and we’re here to ensure a supportive and inclusive experience for all.
