Customer Service Advisor – Service Desk Analyst

About the role

We are seeking a Customer Service Advisor to join a leading IT consultancy’s Service Desk team in Peterborough. The role focuses on delivering high‑quality support to enterprise clients across retail, healthcare and manufacturing, ensuring incidents are resolved efficiently and customers feel confident in the service.

Key responsibilities

• Communicate clearly with customers, providing transparent updates throughout the incident lifecycle.
• Follow established policies and procedures to maintain compliance and service standards.
• Identify opportunities to improve the customer experience and suggest process enhancements.
• Handle incidents involving vulnerable customers with sensitivity and care.
• Record, investigate and resolve complaints, aiming for first‑time resolution.
• Report any policy or process breaches promptly and accurately.
• Utilise a range of tools and platforms to maintain effective communication and documentation.

Required profile

• Confident and friendly telephone manner.
• Strong verbal and written communication skills.
• Ability to meet and exceed performance targets.
• Proactive attitude, comfortable working independently and as part of a team.
• Excellent multitasking, organisational abilities and sharp attention to detail.

Required skills

What we offer

• 3‑month contract with the possibility of extension.
• Office‑based, collaborative environment within a forward‑thinking data culture.
• Opportunities to work with modern cloud‑based data platforms.