Helpdesk Analyst - Comms

Job DescriptionAbout the RoleThis is a fantastic opportunity to join CloudClevr during a period of growth and development. Were looking for a proactive and customer-focused Helpdesk Analyst to join our 1st Line Helpdesk Team.Youll be the first point of contact for customers seeking support with our business telephony, unified communications, and connectivity solutions. This is a front-line role where empathy, urgency, and technical curiosity are key to your success.If you're someone who enjoys problem-solving, cares about the customer experience, and thrives in an agile environment wed love to hear from you.Key ResponsibilitiesTriage & Ticket ManagementAccurately triage and classify incoming customer requests in line with internal policiesEnsure appropriate assignment and prioritisation of ticketsPromptly escalate major incidents with support from the line manager1st Line SupportLog incidents and service requests received via phone, email, or web portalDeliver timely and professional responses to customer issuesTroubleshoot issues methodically, capturing all relevant informationOwn incidents and requests through to resolution, escalating where necessaryAction approved change requests for customersPrioritise and manage multiple open tickets, ensuring SLA adherenceCollaborate with other teams to ensure smooth service deliveryInformation SecurityComply with all Group Information Security policies, focusing on confidentiality, integrity, and availability of information assetsHealth & SafetyTake reasonable care for your own health and safety and that of colleagues who may be affected by your actionsWhat Were Looking ForA natural problem-solver with a positive, customer-first attitudeExcellent communication skills both verbal and written with the ability to build rapport quicklyStrong self-motivation and ability to work independently with a focus on doing the right thing for the customerConfidence in dealing with customers professionally and empatheticallyExperience working in a service desk/helpdesk environment preferredFamiliarity with troubleshooting network, connectivity, SIP/VoIP, and UCaaS telephony issues would be an advantageWhat Youll Get in Return25 days holiday (rising to 28 with service) + your birthday offHoliday purchase schemeCompany pension schemeLife assuranceAccess to Perkbox, Bonusly, Wisdom App, T2 Hub, and moreCycle to Work, Tech Scheme, and Benevolent Health (all salary sacrifice)Eye care and flu jab coverSports club membership supportA culture that celebrates curiosity, ownership, and making a differenceA team thats supportive, energetic, and passionate about what we doIf youre ready to make a real impact in a growing company and want to be part of a team that genuinely cares about its customers and its people apply now and let's start the conversation

Created: 2025-06-14