Exeter/Reading/Glasgow - Hybrid The Opportunity We are looking for a dedicated and professional Service Desk Analyst to join our dynamic team. The ideal candidate will be responsible for ensuring that customers' technical enquiries and issues are addressed promptly and professionally, providing an exceptional customer service experience The role will involve: • Ensuring our customers' technical enquiries and issues are addressed promptly and professionally, providing an exceptional customer service experience. • Utilising the ITSM system to accurately record and manage all Service Desk interactions, with appropriate prioritisation communicated back to our customers. • Supporting the Technical Support, DevOps, SRE, and Development teams in diagnosing and resolving customer-impacting bugs and issues. • Contributing significantly to knowledge enhancement by proactively creating and updating knowledge base articles, thereby facilitating fault resolution at first contact. About You You will have exceptional customer service skills to ensure enquiries and issues are addressed promptly and professionally. You will also have/be: • Ability to manage multiple tasks and work under pressure, with attention to detail and commitment to quality • Strong analytical and problem-solving skills to determine appropriate resolution and business impact • Excellent communication skills to deliver a world-class customer experience at every contact • Previous experience in a technical support role would be advantageous • Proficiency in using IT Service Management (ITSM) systems to record and manage all Service Desk interactions • Basic Windows and networking troubleshooting skills, IT security knowledge (firewalls, anti-virus), and experience in technical authoring