Job Description

We are a Great Place to Work certified company, proud to foster a diverse, vibrant, and growing team. As a leader in the digital communications space, we're transforming how businesses connect--delivering seamless, secure solutions that drive real impact.

We're looking for a Service Desk Analyst to join our dynamic and fast-paced Service Desk team. Reporting to the Service Desk Manager, you'll be the first point of contact for client queries--providing prompt, professional, and effective support that keeps our service running smoothly.

This is a hybrid role, with remote working on Mondays and Fridays and office-based collaboration Tuesday to Thursday.

A successful candidate will be provided with:

In-depth training on the suite of products and systems. 1-1 mentoring in onboarding and our clients. Document composition training using our Quadient Evolve software. Courses and further development opportunities offered to all staff. Respond to incoming support queries via phone, email, and ticketing systems. Provide on-the-spot support and guidance to clients. Log and manage incidents using CRM systems such as JIRA or HubSpot. Escalate complex issues while maintaining clear communication with clients. Collaborate with internal teams to ensure seamless service delivery. Contribute to documentation and knowledge sharing across the team. Work effectively in a fast-paced environment, managing multiple priorities while maintaining high service standards. Actively contribute to process improvement, automation initiatives, and knowledge base development--key responsibilities in a growing Service Desk environment. Occasionally support out-of-hours requirements, depending on business needs (these are rare but may arise). Competitive salary depending on experience. Hybrid working: Work from home on Mondays and Fridays. 25 days' holiday plus bank holidays. Company pension scheme. Enjoy Benefits scheme for lifestyle perks. Perkbox - used for continued service recognition and employee rewards. Learning and development support to help you grow in your role. On-the-job training to get you up to speed with our in-house built technology. Be part of a close-knit Service Desk team working alongside experienced professionals.
You will have experience in a customer service environment preferably with service desk experience. Prior experience within the mailing industry preferable but not essential.

You must be able to demonstrate competence in each of the following areas:

Excellent interpersonal and communication skills, both written and verbal. Strong problem-solving and critical-thinking abilities. Proficiency with CRM/ticketing tools like JIRA, HubSpot, or similar. The ability to quickly learn our products and services. A strong user of Microsoft Office 365, particularly Excel. A keen eye for detail and a tenacious approach to resolving issues. Ability to stay calm under pressure and juggle multiple priorities. A proactive, enthusiastic, and reliable approach to work
You must have:

Previous experience in a fast-paced work environment in an IT/Tech environment

Excellent attention to detail, and a methodical and well-organised mindset The ability to work under pressure A strong customer focus Ability to work independently and as part of a collaborative team.
Job Type: Full-time

Pay: 23,000.00-27,000.00 per year

Additional pay:

Performance bonus
Benefits:

Casual dress Company events Company pension Cycle to work scheme Free parking Health & wellbeing programme On-site parking Sick pay Store discount Work from home
Schedule:

Monday to Friday
Work authorisation:

United Kingdom (required)
Location:

Coventry CV3 4LH (preferred)
Work Location: In person

Reference ID: Imail - Service Desk Analyst