Would you like to work in a supportive, collaborative and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?

Join our Service Desk Team

The Service Desk and Support team are a proficient, fast-paced and exciting team who are committed to providing excellent customer service. We support a multitude of technologies such as Cisco, Check Point and Microsoft, which means you will work alongside engineers with a variety of skills and knowledge, giving you the opportunity to always learn something new.

Success. The Softcat Way.

Softcat is a £1billion+ pa turnover technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career.

Are you passionate about overseeing all operational activities across your shift team to ensure excellent customer service is provided and SLAs/KPIs are met?

In this role you will be primarily responsible for being first point of contact for our customers and ensuring that all necessary support tickets are progressed in the first line support queue.

As expected on any support desk it can be challenging but is also extremely rewarding when you see the issue through to resolution.

As a Service Desk Analyst you'll be responsible for:

• Being the first point of contact for our managed services customers. Handling incoming telephone call,  emails, and portal tickets
• Logging Incidents, Service Requests, Problems & Changes whilst ascertaining support type, impact, and priority
• Ensuring all tickets are progressed within the first line service desk queue
• Escalating to second/Third line teams where required
• Maintaining high levels of ticket ownership through the ticket lifecycle to a satisfactory Customer resolution
• Meeting Service Desk Key Performance Indicators (KPI) as set by the Service Desk leadership Team
• Working with 3rd party partners to aid in the resolution of incidents and Service Requests
• Attend the Change Advisory Board (CAB) and Problem Reviews

We'd love you to have

• Articulate; ability to communicate clearly and persuasively.
• Exceptional communication and interpersonal skills.
• Motivated, competitive and results driven.
• Able to work independently and as part of a team, with a ‘can do' attitude.
• Ability to manage and prioritise requirements, whilst maintaining a focus on quality work.
• Good time management, and the ability to thrive in a fast-paced environment to meet SLA's 

Please note, you'll be put through SC clearance upon hire, so you'll need to possess either an existing SC clearance or be willing and eligible to undergo the vetting for such clearance.

Work in a way that works for you  

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:  

• Hybrid working – 2-3 days in the office and 2-3 days working from home  
• Working flexible hours - flexing the times you start and finish during the day  
• Flexibility around school pick up and drop offs 

Working with us  

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.  

Join us  

To become part of the success story, please apply now 

As part of our commitment to supporting, attracting and retaining the best diverse talent, Softcat is proud to partner with organisations like WORK180, My G Work and Black Young Professionals. Work 180 endorse employers that demonstrate on-going support for women at work, including offering benefits and policies that best support female employees. My G Work support us in our aim of attracting more LGBTQ+ talent. The BYP network support us in diversifying our talent pool by tapping into the black professional community.