Technical ServiceDesk Analyst
Location: Manchester Head Office 5 days on site Permanent
Looking for a Service Desk Analyst with strong customer Service experience within a Product/Manufacturer organisation (electronics, AV, or IT equipment)
Role Purpose
The Technical ServiceDesk Analyst contributes to the delivery of a high-quality, structured, and customer-focused service desk experience. Dealing with Technical tickets from customers Working as part of the Support Team, the role supports the ongoing development and optimisation of the desk software applications and tools, ensuring workflows, categorisation, automation, and reporting continue to meet operational needs.
In addition to service desk responsibilities, the role supports product testing, documentation, and RMA investigations, providing a key link between customers, engineering, and product development. This ensures fast, accurate support, robust product validation, and continuous improvement across product life cycle.
1. L1 & L2 Service Desk Support (Primary Responsibility)
- Act as a first point of contact for technical enquiries via service desk software applications and tools, delivering professional, calm, and solution-focused communication.
- Triage new tickets by gathering essential information, assessing severity, and categorising issues accurately.
- Provide structured troubleshooting of products, including configuration, installation, firmware updates, and AV/UC system integration.
- Resolve issues at first line where possible using internal knowledge, documentation, diagnostic tools, and established problem-solving methods.
- Escalate complex cases with clear, complete notes to ensure seamless handover and continuity.
- Maintain high standards of ticket hygiene, including timely updates, accurate categorisation, structured notes, and clear closure summaries.
- Identify recurring issues and contribute to internal knowledge base articles, troubleshooting guides, and best-practice documentation.
- Support customers with product setup and system integration to ensure optimal performance of solutions.
Contribution to the Continuous Development of Service Desk Software Applications and Tools
- Contribute to the maintenance and optimisation of workflows, triggers, automation rules, SLAs, and ticket categories.
- Work collaboratively with leadership and colleagues to refine service desk processes, ensuring efficiency, clarity, and consistency.
- Support engineering and operations teams to ensure service desk tools align with new product lines, updated processes, and emerging support requirements.
- Assist in monitoring system performance, ticket trends, and reporting accuracy, providing input on improvements based on data insights.
- Support integration of service desk software applications and tools with other SY systems where beneficial (eg, CRM, documentation repositories).
- Provide guidance to colleagues on best-practice use of service desk tools.
Skills & Experience
- Experience in a ServiceDesk and technical support, (electronics, AV, or IT environment)
- Excellent customer service experience
- Strong diagnostic and analytical skills, with the ability to break down complex technical issues into clear steps.
- Ability to communicate technical information clearly and confidently to both technical and non-technical audiences.
- Familiarity with ticketing systems and service desk tools.
- Experience writing technical documentation, manuals, or structured guides.
- Comfortable working across multiple workstreams and managing priorities in a fast-moving environment.
- Ability to work hands-on with hardware, tools, test equipment, and diagnostic software.
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