Inbound Service Desk Analyst

About the role

The Portfolio Group is representing a market‑leading SaaS client seeking an Inbound Service Desk Analyst. You will be the first point of contact for external users experiencing issues with the application or online platform, providing phone and email support.

Key responsibilities

• Handle all inbound support queries across Omni‑channel platforms, including email and phone.
• Troubleshoot technical questions, deliver first‑time resolutions, and identify training needs.
• Gather detailed information, investigate complex issues, and escalate to second‑line support when required.
• Own complex tickets, maintain regular communication with clients, and ensure updates are logged in Salesforce.
• Provide one‑to‑one training sessions based on client requirements.
• Escalate unresolved complaints to the customer care team and ensure SLA compliance.
• Arrange and conduct Microsoft Teams meetings with clients to resolve support queries.

Required profile

• Strong analytical and problem‑solving abilities.
• Excellent communication and interpersonal skills.
• Good organisational and time‑management capabilities.
• Customer‑focused attitude with the ability to explain technical concepts to non‑technical users.

Required skills

• Computer hardware knowledge.
• Computer software proficiency.
• Experience with CRM systems, specifically Salesforce.
• Familiarity with Microsoft Teams for remote collaboration.

What we offer

• Enhanced holiday entitlement – 25 days per year.
• Opportunities for progression within a growing SaaS environment.