Mexa Solutions
Service Desk Analyst
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Customer Service Desk Analyst – Software/Application Support
Up to £36,000 | Poole, Dorset | Hybrid, 4 days per week in the office
What if your job wasn't just to resolve the next issue... but to help stop it happening again?
If you enjoy looking beyond individual tickets, spotting patterns, understanding why problems keep occurring and bringing the right people together to improve things, this could be a great next step.
What You'll Do
You'll join a technology business providing complex software solutions to customers across the UK, working at the heart of its Service Management function.
This isn't traditional 1st or 2nd line IT support where you’ll only be doing Application Support / Software Support.
It's about understanding how services are performing, identifying where they can improve, and making sure customers continue receiving the quality of service they expect.
What's in it for you?
- Salary: up to £36,000
- Location: Hybrid working, 4 days per week in the Poole office
- Move beyond reactive support into broader Service Management
- Exposure to Problem Management, service improvement, reporting and customer onboarding
- Work closely with Support, Product and Project teams
- Opportunity to develop within an established ITIL environment
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What will you be doing?
You'll help oversee the performance and quality of services being delivered to customers.
This initially includes Software Support / Application Support for customers working on the product.
But it also means investigating trends across recurring incidents, owning Problem records and making sure long-standing issues are actually being addressed.
You'll analyse service and capacity data, manage monitoring solutions, produce and present customer service reports, and help identify opportunities for continual improvement.
You'll also work closely with Product Managers and technical teams, making sure customer concerns and their business impact are properly understood and acted upon.
You'll support new customer onboarding too, helping ensure new services transition smoothly into BAU.
What are we looking for?
You'll ideally have experience within an ITIL-based technology environment and understand areas such as incidents, problems, SLAs and service improvement.
You'll also need:
- Good experience of software support / application support
- Strong analytical and problem-solving skills
- Experience working to customer SLAs
- Confidence communicating with technical and non-technical stakeholders
- Strong Excel and reporting skills
- Excellent attention to detail
- The confidence to take ownership and chase actions through to completion
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Application or technical support experience would be useful, while experience with BI/reporting tools, Jira, Zendesk, Problem/Change Management or scripting would be a bonus.
Who could this role suit?
This role could also suit someone currently working as a...
IT Service Management Analyst, IT Service Analyst, Service Operations Analyst, Service Improvement Analyst, Problem Analyst, Junior Problem Manager, Application Support Analyst, Product Support Analyst, Software Support Analyst, Technical Support Analyst, Service Desk Analyst, Service Delivery Analyst, Service Delivery Coordinator or Customer Support Analyst.
Your current job title isn't the important bit.
We're looking for someone who understands technology, enjoys working with customers and wants to move beyond simply fixing incidents towards improving the service behind them.
Interested?
Send your CV to bob.bath@mexasolutions.com and let's have a confidential chat.
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