If you have a keen eye for detail, a passion for delivering excellent client service, first-class communication skills, and thrive in both independent and team settings, wed love to hear from you Were looking at a Service Desk Analyst to join our team. The Service Desk function is the face of Elite, handling 80% of inbound customer interactions. Youll be at the heart of it, managing a variety of service-related events, from general enquiries to resolving complex technical faults that underpin critical business solutions. This fast-paced role offers the opportunity to log customer support requests, faults, and queries, completing tasks, and collaborating or escalating when necessary to ensure a positive outcome. Youll play a key role in keeping the Service Desk running smoothly, contributing to the exceptional customer experience that Elite is known for. Supported by our market-leading service platform, youll have visibility of key performance indicators and team/individual measurables, all aligned with company standards and industry best practices. A day in the life of a Service Desk Analyst at Elite looks a little like this: Handle a diverse range of service-related enquiries, from general customer enquiries to resolving technology issues. Provide technical support to clients via phone, email, or our service portal. Manage and update key customer information, maintaining a high level of attention to detail. Log all customer support requests promptly and accurately. Perform basic system administration and troubleshooting to identify resolution or escalation points for customer UC or network problems. Take ownership of customer issues and drive successful resolution at the first point of engagement. Manage and maintain customer expectations. Collaborate with 1st line support teams and, when necessary, escalate issues to 3rd line engineers or vendors. Implement changes to client environments while minimising disruption and maintaining system and network stability. Diagnose and resolve mobile, analogue phone, broadband, and phone system issues for clients. Provide copy invoices and any other account-specific information to clients. Role requirements Essential: Experience of working within a telecommunications Service Desk environment. The ability to effectively log and maintain customer support cases. Ability to take ownership of cases, troubleshooting and problem-solving to promptly progress issues to an effective conclusion with a customer-first focus. Excellent communication skills, keeping customers and colleagues fully and clearly informed of cases. Able to work in a fast-moving and changing environment; supporting customers with various product sets and continuously evolving technologies. The ability to use email, Word, and Excel applications to a good standard. Excellent attention to detail, and the ability to organise and prioritise tasks. The ability to learn and develop new skills and retain complex technical information. A committed and enthusiastic personality, determined to make positive changes. Desirable: Experience using Customer Relationship Management (CRM) computer systems, specifically ServiceNow. An understanding of at least one of the core technologies that Elite Group provides across UC, Mobile, or Connectivity product sets. Experience supporting any of the following UC solutions: 8x8, Gamma Horizon, Content Guru, Mitel. Knowledge and understanding of the functionality and troubleshooting of the following products: PSTN, ADSL, ISDN, FTTC, FTTP, SOGEA, Ethernet, MPLS, SIP, NGN, and International Inbound. Previous experience working in support for mobile phones. Relevant qualification relating to UC Solutions or Network Connectivity. Heres why youll love working for us Our vision is to be the leading sustainableCloud Communications Provider,delivering world class Customer Experience (CX) and Digital Transformation solutions. And, when it comes to support, we are always looking for new ways to help our team grow and develop. Our values allow us to nurture a supportive company culture and retain a dedicated workforce through valuing our teams hard work, empowering each other to do our best, whilst staying humble and having compassion. We will invest in your learning and celebrate your successes by recognising and rewarding your hard work. Some of our company benefits include: 25 days holiday bank holidays 1 volunteering day Your Birthday off Hybrid working Enhanced Maternity & Paternity Leave Employee loyalty rewards Accredited Investors in People organisation Regular company events Plenty of scope for progression and opportunities for training technical and management Achievement celebrations & rewards Medical schemes and cycle-to-work initiatives Mental wellbeing and financial wellbeing support Check out our careers hub for more info on our benefits WeAreElite Elite Group is part of the New Technology Group an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.