Service Desk Analyst / Customer Service Analyst

  • Location


  • Sector:

    IT Service Delivery Recruitment

  • Job type:


  • Salary:

    £23,000 + bens

  • Contact:

    Keith Wilkins

  • Contact email:


  • Job ref:


  • Published:

    over 2 years ago

  • Expiry date:


  • Startdate:


  • Consultant:


We are currently helping an established Surrey based to recruit a Service Desk Analyst to join a team providing a top quality technical support function with a high degree of customer satisfaction, technical expertise and timeliness.

If you have previous experience in customer care, call centre or helpdesk support we would like to hear from you. If you haven't but would like to gain some experience, then we would also be interested to hear from you. They will provide excellent training for individuals who can bring exceptional core skills and commitment to the table.


  • Pro-active monitoring of systems/service status & equipment in harmony and conjunction with Service Desk technologies
  • Receive, own, assess and direct first-level and second level customer queries
  • Manage, prioritise and respond promptly and effectively to assigned Incidents
  • Deliver support via phone, email or remotely
  • Leverage other divisions in the company to accelerate solutions to issues
  • Support production of customer reports with all relevant information

Essential Skills/Experience/Knowledge

  • Previous experience in a Helpdesk or Customer Service environment 
  • Passionate about customer services, with the ability to understand the importance of meeting targets and understand the importance of maintaining good customer relations
  • Able to communicate effectively via the telephone, email and any other channel
  • Data entry experience essential
  • Broad experience of communicating with customers in varying support situations
  • Able to make a significant contribution in a team environment
  • Ability to adapt to a changing environment 
  • Solid analytical capabilities
  • Ability to work as a member of a dynamic team as well as work alone
  • Capable of working 24*7 shift pattern (includes 12hr shifts) and occasional night work
  • Full driving license – due to working shift patterns


  • Technical experience in the following platforms & systems
  • Operating Systems (Microsoft Windows)
  • Proven ability in using Microsoft Word / Excel / PowerPoint
  • Experience working with Service Desk tool such as ServiceNow

Personal Qualities

  • Customer service focus
  • Ability to work under pressure
  • Logical, pro-active and analytical approach to their work
  • Self-motivated and with a positive attitude
  • Attention to detail
  • Ability to multitask
  • Good time management and reliability
  • Ability to work independently as well as part of a team
  • Effective communication skills
  • Willingness to learn
  • Able to undertake shift system

This is a superb opportunity to join an outstanding organisation committed to delivering the very best customer solutions and is proud to put its people at the heart of its operations, all the time having fun whilst taking pride in the high levels of service provision.  For further information and an initial discussion about this role which is offering a superb opportunity to step into technical support, please call Keith Wilkins today or send your CV for review. 

Avocet Strategic Resourcing is acting as an employment agency in regard to this role. Please note that every application received is personally reviewed by our team - Avocet Strategic Resourcing does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance.  Applicants must be eligible to live and work in the UK to apply for this role.