Servicedesk Analyst

Salary: £25,000 - 26,000 per year

Requirements

• Minimum of 2 years of experience in an application support or IT support role, ideally supporting software products.
• Strong troubleshooting skills, with the ability to analyse and solve technical problems quickly.
• Familiarity with ticketing systems such as Jira or Zendesk and remote support tools.
• Good interpersonal skills, with confidence on the phone and strong written and spoken English.
• Certifications in IT support or related areas would be an asset.

Responsibilities

• Provide first-line support to our product users via phone and ticketing systems, ensuring timely resolution and minimal customer downtime.
• Deliver excellent customer support with clear SLAs through tickets, calls, and remote sessions.
• Author and maintain knowledge base content, identify trends, and reduce repeat incidents.
• Collaborate with Product and Engineering to resolve defects and improve user experience.
• Track CSAT, FCR, and resolution times, and continuously improve processes.
• Escalate complex issues to senior technical teams as necessary, following internal procedures.
• Maintain a strong understanding of our products and functionalities to assist with customer queries.
• Build and maintain strong customer relationships, ensuring a high level of customer satisfaction.

Technologies

• Support
• JIRA
• Security
• Zendesk
• UX UI Design

More

We are a leading European provider of alerting and compliance solutions for the fire and security sector. This is a hybrid role based in Hull, with onsite work Monday to Wednesday and remote working available on Thursday and Friday. We offer a competitive salary of £25K, 30 days of holiday, and a benefits package that includes health and wellness support such as medical insurance and an enhanced annual leave package, as well as Cycle to Work and Electric Car schemes. We also provide opportunities for career development, internal training, and a collaborative, inclusive working environment where diversity is valued and encouraged.

last updated 25 week of 2026