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Customer Service Analyst

3 months ago

UK, UK, United Kingdom Pontoon Solutions Full time

Customer Service Analyst

Welwyn Garden City - 5 days onsite

£15.08 - £17.01 PAYE (*dependent on experience)


We are looking for a customer service analyst to join our team to provide proactive, customer focused, face to face onsite support to over 2,000 end users.

You use good problem solving and people skills to ensure users receive swift resolutions to their IT queries or problems. You do this with great customer service skills and ensuring you bring a calm assured and empathetic nature to your interactions. You have experience in using ITSM systems, to log and track our end users incidents, working within SLA’s

You have the ability to identify recurring issues and challenges that our end users are experiencing and to raise these with the relevant teams for further investigation. You have excellent team working skills as this role requires you to build strong relationships for both you and the team to be successful.

You do not need to have prior experience of our enterprise solutions such as Google Suite, iOS, Windows 11, ServiceNow, MobileIron & Nexthink as relevant training will be given, however previous exposure to these platforms would be beneficial. It would also be beneficial to have experience working with iOS devices such as iPhone, iPad & Mac, Windows hardware and meeting room technology.


  • Previous experience of building and configuring computers for new starters and for upgrading existing users laptops will also be greatly beneficial.
  • You have an eagerness to learn and desire to acquire new technical skills along with a curious mindset. This allows you to build strong knowledge of the products and services we provide and help our end users to make the best use of these.
  • Previous experience of working in a face to face customer service environment is desirable providing both reactive and proactive maintenance support.


Pontoon Solutions is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.