Job Summary: UBS are searching for a self-motivated, customer-focused Service Desk Analyst (Level 1) with previous experience of working in a Service Desk environment. The successful candidate will be well organised, metrics-driven and able to work in various environments with non-technical and technical profiles. The Service Desk Analyst acts as the first point of contact for all software related issues and requests. You will work as part of a team responsible for analysis and resolution of customer requests, including software queries, data correction, bug replication, and root cause analysis of recurring data issues. Job Description: KEY RESPONSIBILITIES The key responsibilities of the Service Desk Analyst are as follows: Business-to-business support of UBS products for Global Customer base. Support Ticket and workload management using our online ticketing system. Ensuring all details are logged with the incident and well-described to the customer. Resolution of customer-reported questions and issues, via inbound and outbound calls. Assisting offshore analysts with troubleshooting. (Based in USA and India) Proactive Customer Care calls. Work with other support team members to ensure tickets are resolved in a timely fashion, and that customers are updated with our analysis and resolution progress. Taking ownership of customer-reported issues and seeing problems through to resolution. KEY SKILLS Excellent written and verbal communication skills (English speaking) with a strong customer service orientation. 1-2 years of experience in a technical support or help desk role. Demonstrate ability to coordinate cross-functional work teams toward task completion. Excellent interpersonal and active listening skills Multitasking skills and good organization abilities A 'get-things-done attitude' with the ability to work well with others. Passion for customer service Ability to relate complex models and ideas in a clear, concise manner. Basic knowledge of computers, servers, networking, internet, VPNs, and MS Office is essential. Preferred Key Skills : A-Level, Diploma, or equivalent. University degree in IT or related field is preferred. Hands-on experience with Windows/Mac. JOB LOCATION Hybrid, working 3 days from our office in Elland, UK, and 2 days remote. (Option to go fully remote once passed probation) Worker Type: Regular Number of Openings Available: 1