Service Desk Customer Support Analyst (UK SAAS, Office-based)

Schedule: 12-hour rotational shift, alternates every 2 days and 3 days (03:00 AM - 03:00 PM, 3:00PM - 3:00AM PHT)

What are we looking for?

• Previous experience of Microsoft SQL Database query and management tools
• Previous experience of Customer Service / Application Support in an application support environment (Min 1 year)
• Excellent interpersonal and communication skills including ability to explain technical issues in layman's terms. Includes both oral and written communication skills
• Professional telephone manner
• Ability to learn, understand and support new applications
• Ability to multi-task
• Self-motivated, results focused, able to work on own initiative and as part of a busy team
• Strong analytical & problem-solving skills
• Planning and organizational abilities
• Ability to work quickly and accurately
• Genuine interest in computer software applications
• Knowledge of mobile working technologies
• Knowledge of database management and structure
  
  

Nice To Have

• Microsoft Qualifications (MTA/MCSA)
• Previous experience of extracting reports from a SQL database using tools like Crystal Reports or Microsoft Reporting Services
• Ability to learn new technologies quickly
• Previous leadership experience
• Understanding of ITIL processes
  
  

What will you do?

• Applying excellent telephone, interpersonal and communication skills as appropriate to discuss incidents and problems in both local and wider business context.
• Quickly and accurately logging all Customer queries and requests on our Incident Management system (Freshdesk). This will include queries logged with us by telephone, email or online using our self-service system and carry out all relevant administration activities associated with the role.
• Applying a high level of Technical and Application knowledge to diagnose and resolve customer problems and escalated incidents.
• Regular analysis of ticket trends and deep diving where appropriate to identify customer defects and support costs.
• Monitoring and alerting is prioritized and deployed correctly. Resulting events are reviewed and analyzed for trends.
• Participate in Major Incidents and coordinate both technical leads and customer coms. Prepare incident reports both externally and internally.
• Maintenance of accurate and thorough incident-handling records for knowledge base purposes.
• Liaison and communication with other teams e.g. Sales, Development, Services etc. as appropriate in order to continuously improve our development and delivery products and processes.
• Completion of all relevant records and statistics required for customer reports and internal management reports.
• Provision of onsite assistance when deemed appropriate by Support Manager.
• Listen to Customers concerns and escalate where appropriate.
• Working effectively using own initiative and by drawing on the resources of the team to handle multiple, often conflicting, priorities to ensure that high levels of customer satisfaction are always delivered.
• Contribute to the support of an on-call rotation
  
  

Join the awesome team and enjoy these benefits & perks:

• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA
  
  

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Our client is a leading field service management software provider based in Belfast, with operations across the UK and Ireland. It delivers solutions for mobile workforce management—such as job scheduling, rostering, and analytics—serving over 900 organizations and supporting 500,000+ users daily across sectors like emergency services, utilities, housing, healthcare, and government. Known for steady growth and multiple acquisitions—including Gartan Technologies in Ireland—it has earned recognition as one of Ireland's Best Managed Companies. Company's strategy focuses on expanding capabilities through innovation and acquisition to enhance service delivery and operational efficiency.

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Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.